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    Customer Contact Comms New Associate - Query Management

    Accenture
    0-1 years
    Not Disclosed
    Bangalore
    10 April 11, 2024
    Job Description
    Job Type: Full Time Education: B.Sc./ M.Sc./ M.Pharm/ B.Pharm Skills: Causality Assessment, Communication Skills, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Narrative Writing, Technical Skill, Triage of ICSRs, WHO DD Coding

    Job description


    Skill required:Query Management - Service Desk Voice Support
    Designation:Management Level - New Associate
    Job Location:Bengaluru
    Qualifications:Any Graduation
    Years of Experience:0 to 1 years
    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. The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues. The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
    What are we looking for?

    • Ability to establish strong client relationship
    • Ability to work well in a team
    • Agility for quick learning
    • Collaboration and interpersonal skills
    • Process-orientation Roles and Responsibilities
    • In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
    • Your primary interaction is within your own team and your direct supervisor
    • In this role you will be given detailed instructions on all tasks
    • The decisions that you make impact your own work and are closely supervised
    • You will be an individual contributor as a part of a team with a predetermined, narrow scope of work
    • Please note that this role may require you to work in rotational shifts

    Role: Account / Relationship Management - Non Voice

    Industry Type: IT Services & Consulting

    Department: Customer Success, Service & Operations

    Employment Type: Full Time, Permanent

    Role Category: Non Voice

    Education

    UG: Any Graduate

    PG: Any Postgraduate

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