Senior Delivery Operations Analyst - Voice Customer Service

Job Description

As a Delivery Operations Senior Analyst at Accenture, you will play a crucial role in handling inbound calls from business customers across various topics such as billing and payment enquiries, product and service support, handset and device assistance, retail-related queries, general enquiries, and account administration. Your primary focus will be on resolving customer issues efficiently while identifying opportunities to drive sales, support revenue growth, and enhance customer retention within the channel.**Key Responsibilities:**- Manage inbound voice calls from business customers, addressing a wide range of enquiries.- Provide support across key areas, including: - Billing and payment enquiries - Product and service support - Handset and device assistance - Retail-related queries - General account enquiries and administration- Diagnose and resolve customer issues efficiently, ensuring minimal disruption to business operations.- Identify and act on upselling and cross-selling opportunities to drive additional revenue.- Promote relevant products, services, and solutions aligned with customer business needs.- Maintain accurate and detailed records of all customer interactions within CRM systems.- Ensure compliance with internal processes, policies, and regulatory requirements.- Collaborate with internal teams to resolve complex customer issues and improve service delivery.**Qualifications:**- Any Graduation- 5 to 8 years of experience- Language - Ability: English (International) - Expert**Skills and Competencies:**- Excellent verbal communication skills with a skilled and confident phone manner.- Strong customer service orientation with the ability to build rapport with business customers.- Commercial awareness and ability to identify sales and retention opportunities.- Strong problem-solving skills with the ability to troubleshoot and resolve issues effectively.- Ability to multitask and manage call handling, system navigation, and documentation simultaneously.- High attention to detail and accuracy when updating customer records.- Resilience and ability to perform in a target-driven, fast-paced environment.**Additional Information about Accenture:**Accenture is a global professional services company with leading capabilities in digital, cloud, and security. With over 784,000 employees serving clients in more than 120 countries, Accenture offers Strategy and Consulting, Technology and Operations services, and Accenture Song, all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. The company embraces the power of change to create value and shared success for clients, people, shareholders, partners, and communities. As a Delivery Operations Senior Analyst at Accenture, you will play a crucial role in handling inbound calls from business customers across various topics such as billing and payment enquiries, product and service support, handset and device assistance, retail-related queries, general enquiries, and account administration. Your primary focus will be on resolving customer issues efficiently while identifying opportunities to drive sales, support revenue growth, and enhance customer retention within the channel.**Key Responsibilities:**- Manage inbound voice calls from business customers, addressing a wide range of enquiries.- Provide support across key areas, including: - Billing and payment enquiries - Product and service support - Handset and device assistance - Retail-related queries - General account enquiries and administration- Diagnose and resolve customer issues efficiently, ensuring minimal disruption to business operations.- Identify and act on upselling and cross-selling opportunities to drive additional revenue.- Promote relevant products, services, and solutions aligned with customer business needs.- Maintain accurate and detailed records of all customer interactions within CRM systems.- Ensure compliance with internal processes, policies, and regulatory requirements.- Collaborate with internal teams to resolve complex customer issues and improve service delivery.**Qualifications:**- Any Graduation- 5 to 8 years of experience- Language - Ability: English (International) - Expert**Skills and Competencies:**- Excellent verbal communication skills with a skilled and confident phone manner.- Strong customer service orientation with the ability to build rapport with business customers.- Commercial awareness and ability to identify sales and retention opportunities.- Strong problem-solving skills with the ability to troubleshoot and resolve issues effectively.- Ability to multitask and manage call handling, system navigation, and documentation simultaneously.- High attention to detail and accuracy when updating customer records.- Resilience and ability to perform in a target-driven, fast-paced environment.**Additional Information about Accenture:**Accenture is a global

Keyskills :
Verbal CommunicationCustomer Service OrientationOmnichannelCustomer ServiceProblemSolvingMultitaskingAttention to Detail