Business Advisory Associate-Messaging (Telangana)

Skill required: Next Generation Customer Operations
- Customer Service Technology

Designation: Business Advisory Associate

Qualifications:Any Graduation

Years of Experience: 1 to 3 years

About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at

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.We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires robust communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework!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.

What are we looking for Ability to work well in a teamCommitment to qualityWritten and verbal communicationAbility to meet deadlinesExcellent English speaking and writing skills is a must (with trainable on Technical Process)Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etcMust have worked in a ticketing systems/tool assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacksExcellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantageCustomer Problem solving or troubleshooting experience is an advantageMust have intermediate knowledge of Microsoft Office tools Word/Excel/Power PointMust be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the clientNew ways of working and a changing environment requires the ability to quickly learn and adapt.Ability to multitask and adopt to change is mustExperience in the telco or similar technology industry is preferredExcellent customer service and phone skillsStrong analytical and problem-solving mindset Ability to analyze and resolve business and interpersonal problems quickly and independently Ability to simplify complex tasks and drive efficiencies

Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelinesYour expected interactions are within your own team and direct supervisorYou will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignmentsThe decisions that you make would impact your own workYou will be an individual contributor as a part of a team, with a predetermined, focused scope of workPlease note that this role may require you to work in rotational shiftsReceives client tickets to manage, coordinate and perform site access, Material receipts/shipments, technical engineer dispatch to site and similar operation function within required/limited time (SLO driven)Coordinates customer requested work to be completed by the field technicians and ensures completionLogs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentationManages the database for dispatch of metro based field techniciansPerforms root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly.Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolutionMay need to support client report preparation and presentationPerforms incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attentionDemonstrates understanding of the customers needs and maintains high customer satisfaction ratingsMaintains and update various tools (order entry, incident management, knowledge management and client information systems) and service desk proceduresReviewing knowledge database and documents and update them regularly based on learnings and provide coaching to rest of the teamMay perform follow up on incidents with customer to ensure customer satisfactionIdentify process improvement opportunitiesMay identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfactionMay take accountability for effectively handling senior level escalations or customer complaints received via various sources

Qualification Any Graduation Apply on Kit Job: kitjob.in/job/4n5qcg