Customer Service Analyst at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, ConsultingIndustries

Requirements

Any Graduation from Govt. recognized universities
3 to 5 years of experience
German - Expert
Hands-on experience with Ticket tracking tools like SNOW, SIEBEL, WQM, ASKHR
Hands on knowledge in CISCO telephony management
Hands on knowledge on ERP like SAP, Oracle, Peoplesoft or Success factors
Working knowledge of payroll systems (e.g. Oracle, Kronos)
Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, Outlook)
Sound knowledge of US & UK Labor legislation Laws
Knowledge of Applicant Tracking Systems like ATAS/Red Carpet/Taleo/Workday
Excellent verbal and written communication skills
Typing speed – 50 words per minute
HR domain experience is essential, with strong knowledge of HR processes, policies, and core functions
Prior international BPO work experience preferred
Strong Customer Service and communication skills (both written & verbal)
Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills. Prior call center experience a plus
Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users
Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity
Flexible to work night/rotating shifts

Responsibilities

Manage and Inspire Team Results
Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone)
Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors
Perform RCA on service issues / complaints
Assist in handling customer calls when calls are in queue
Identify training needs for team and individuals through monitoring, escalations and desk reviews
Work with Supervisors to develop specific job aides as needs arise
Provide floor Support
Report results to management
Maintain BE related documents for the team
Manage escalation calls
Will need to be working on calls/emails as and when needed
Recognize and reward positive behavior, results, etc
Motivate and inspire continuous improvements

Skills

Customer Service

Language Translation

German

Team Management

Schedule Adherence

Performance Coaching

Root Cause Analysis

Call Handling

Training Needs Identification

Escalation Management

Floor Support

Reporting

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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