Customer Contact Comms Analyst-Voice at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional ServicesIndustries

Requirements

Any Graduation
3 to 5 years of experience
Advanced English (International) language ability
Good communication skills
Good knowledge of Customer Support metrics
Advanced Analytics
Amazon Web Services (AWS)
Analysis and Reporting
Contact Center Reporting
Customer Support Operations
Collaboration and interpersonal skills
Problem-solving skills
Strong analytical skills
Written and verbal communication
Adaptable and flexible
Skill in Voice - Customer Service

Responsibilities

Manage/resolve customer queries
Handle escalations and complaints of dissatisfied customers
Provide best resolutions
Close faults and complaints within SLAs
Perform analysis and solving of lower-complexity problems
Interact day-to-day with peers within Accenture before updating supervisors
Work with limited exposure to clients and/or Accenture management
Follow moderate level instruction on daily work tasks and detailed instructions on new assignments
Make decisions impacting own work and potentially the work of others
Act as an individual contributor as part of a team with focused scope of work
Work in rotational shifts

Skills

Key technologies and capabilities for this role

Voice Customer ServiceAdvanced AnalyticsAmazon Web Services (AWS)Analysis and ReportingContact Center ReportingCustomer Support OperationsEnglish Communication

Questions & Answers

Common questions about this position

What experience level is required for this role?

The position requires 3 to 5 years of experience.

What are the key skills needed for this Customer Contact Comms Analyst role?

Key skills include strong analytical skills, written and verbal communication, problem-solving skills, collaboration and interpersonal skills, and knowledge in areas like Advanced Analytics, AWS, Analysis and Reporting, Contact Center Reporting, and Customer Support Operations.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the work schedule look like for this position?

This role may require you to work in rotational shifts.

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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