Customer Service Senior Analyst-Voice
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:Spanish - Expert
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Primarily responsible for activities that follow the Order to Cash i.e Order management with proficiency in both English & Spanish. The duties include manage & process customer orders in a timely & accurate manner (calls, emails, portals. Ensure documentation, monitoring, & traceability of customer orders are received. In this role, you are required to own a portfolio of customers, analyse, & process their orders end to end till fulfillment & resolve concerns, if any, by liasioning with supporting teams. You will be working on high $ value orders/clients for low shelf-life products & life saving drugs, therefore, customer centricity, accuracy, & agility in processing & performing assigned tasks would be critical. Your day-to-day interaction is with end customers (both B2B & B2C), peers within Accenture, client stake holder’s teams across O2C areas & Supply Chain Management via calls, emails, MS Teams chat - hence- you are expected to be proficient in customer & stakeholder mgmt. You will be given moderate level instructions on daily work tasks & detailed instructions on new assignments. You will be an individual contributor as a part of a team, with a focused scope of work. You will need to be well versed with SAP & MS Office(esp MS Excel & Outlook) for day-to-day business & use it while discussing with stakeholders. You will be expected to constantly be on the lookout for ways to enhance value for your respective stakeholders/clients. Creation of Credit Notes based on the standard procedures & processes. Provide information/resolution regarding commercial/non-commercial cases. Escalates non-routine issues according to the escalation matrix to Team Lead for problem resolution. Identifies & recommends opportunities to enhance/streamline business processes. Ensures all work is performed in accordance with targets. Results are communicated to the client representative & customer in a timely & effective way. Ensure daily completion of work & shares best practices with peers. Provide archiving & records retention in accordance with policies & practices. Provide internal & external audit support as requested. Excellent written & verbal communication in both English & Spanish.
What are we looking for? •Order Management •Sales Order Processing •Billing Processing •Invoice Processing •Adaptable and flexible •Ability to perform under pressure •Problem-solving skills •Detail orientation •Strong analytical skills •Microsoft Excel, SAP •Good to have Educational Qualification - B.Com
Roles and Responsibilities: •In this role you are required to do analysis and solving of increasingly complex problems • Your day to day interactions are with peers within Accenture • You are likely to have some interaction with clients and/or Accenture management • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • Please note that this role may require you to work in rotational shifts
Navi Mumbai
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