Accenture

Associate-Query Management

Job Location:  Gurugram
Job Description:  SkillSet: statements of work sow, service desk, customer service, customer support, business process.

Skill required: Query Management - Service Desk

Designation: Management Level - Associate

Qualifications: Any Graduation

Years of Experience: 1-3 years

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.

The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues.

This role is aligned to our Service Desk team which is responsible for on providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact ("SPOC") to meet the communication needs of both users and clients, and to satisfy both customers and clients.

What are we looking for?

We are looking for individuals who have the following skillset:

  • Customer Service Management
  • Ability to establish strong client relationship
  • Written and verbal communication

Roles and Responsibilities

    • In this role, you are required to solve routine problems, largely through precedent and referral to general guidelines
    • Your expected interactions are within your team and direct supervisor
    • You will be provided detailed to a moderate level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact your work
    • You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with stakeholders
    • You will be required to help in the overall team's workload by managing your deliverables and help the team when required
    • You will be an individual contributor as a part of a team, with a predetermined focused scope of work.

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

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Functional Area:  Technical Support / Helpdesk
Experience:  1 - 3 years
Qualification:  ("Other in Other")
Salary:  2.0 Lakh to 5 Lakh INR
 
Accenture
Job Ad publication date: 23 Feb 2021  

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