Service Delivery Ops Associate

Job description

Accenture solves our clients' toughest challenges by providing unmatched services in strategy, consulting, digital, technology and operations. We partner with more than three-quarters of the Fortune Global 500, driving innovation to improve the way the world works and lives. With expertise across more than 40 industries and all business functions, we deliver transformational outcomes for a demanding new digital world.


Key Responsibilities:
· Interpret day to day business objectives and prepare execute operational practices work programs.
· Perform data entry or other client related tasks in various systems, as required demonstrate expert knowledge of processes and related systems to effectively perform responsibilities.
· Perform and or ensure completion of quality review .
· Check on outgoing work Identify and assist with development of support materials for team use Act as subject matter expert for team members, peers and or clients as assigned.
· May act as a point of contact for senior client representatives.
· Develop and maintain knowledge of customer and customer specific business environment, customer Service Level Agreements and departments product s key performance requirements.
· Demonstrate understanding of the customer s business needs or market and maintain high customer satisfaction ratings.
· Follow up on incidents to ensure customer satisfaction.
· Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
· Complete outbound customer contacts to resolve customer issues or recommend products services. Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.

Desired profile

Qualifications :

Requirements:

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1 to 2 years of prior experience in the field.

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Proficient communication and written skills in English and or Portuguese.

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Client Customer handling experience.

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Excellent customer service skills Proficient in Metrics and Reporting.

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Proficient in MS Office including MS Excel, Word and PowerPoint.

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Team player Should be capable to do training with customers.

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Develops and maintains good working relationships with others.

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Acts confidently in uncertain circumstances works effectively in ambiguous situations.

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Takes well thought out action to achieve a specific impact positive, energetic, enthusiastic attitude.

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Proven problem solving skills and the ability to think critically and use a logical approach to determine the best solution innovative ideas in ambiguous situations where minimal information is provided.

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Scheduled:Thursday to Sunday from 2pm to 10pm.