Business Advisory Senior Analyst

Skill required: Next Generation Customer Operations - Customer Service Technology



Designation: Business Advisory Senior Analyst



Qualifications:Any Graduation



Years of Experience:5 to 8 years


Language - Ability:Portuguese - Proficient



What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.You will be aligned with our Business Process Delivery. As the Support Center Query Controller responds to client and supplier requests (Tier 1) and operates in the functional aspect of a client Accounts Payable system and T&E system as well as the Accenture ticket tracking system. You should be proficient in the foreign language and use translation tools to meet the clients' needs. You should also have at least a B1/B2 certification from a recognized institution. The Foreign language team aids in translating process documents, reports and presentations from Foreign Language to English and vice versa, as required. The Support Center Agent acts on behalf of the client as main contact for supplier queries and answers questions regarding invoice payment status, remittance, T&E reports and reimbursements, researches and resolves non-complex problems/issues and escalates complex problems/issues. The Support Center Agent provides support for BSS Support Center customers and uses prescribed tools and processes for issue resolution.



What are we looking for?

Handle, research, and resolve phone and email inquiries for BSS Support Center customers regarding non-complex payment and T&E reimbursement issues

Escalate issues as needed to other Accenture teams or customer contacts

Develop strong working relationships to work effectively with these teams to achieve timely resolution

Identify urgent and sensitive issues and inform and involve supervisor where required

Document and update customer contacts and customer issues in the Ticket Tracking System

Complete any follow-up work related to customer issue resolution.

Answer questions, provide advice, and offer service to customers in a professional and courteous manner.

Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center.

Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences.

Meet productivity and quality performance expectations as established by BSS Support Center management

Focus on achieving defined KPIs and SLAs

Conduct self-evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors.


Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts


 
Qualifications 

Any Graduation