Customer Contact Comms Analyst-Voice

Skill required: Omnichannel - Customer Communications
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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 699,000 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? We are seeking an Assistant Supervisor who embodies a customer-first mentality and thrives in a fast-paced, problem-solving environment. This role requires someone who can handle escalated customer concerns with empathy and efficiency while providing real-time support and coaching to customer service agents. The ideal candidate is a proactive problem solver, an exceptional communicator, and a mentor who inspires their team to deliver exceptional customer experiences Candidate who is good in email and chat process, who is good in typing is what is preferred here Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.
What are we looking for? •Banking, Financial Services •Written and verbal communication •Zendesk •ADP •Office •Google Suite •Customer Relationship Management software •Slack •Digital Banking •Proven experience in customer service, with at least 1-2 years in a leadership or supervisory role •Strong set of customer service skills including but not limited to empathy, de-escalation, active listening, patience, positive attitude, and attention to detail •Ability to clarify and explain complex banking regulations/processes/timeframes to customers •Strong problem-solving and conflict resolution skills, with the ability to handle high-pressure situations calmly •Excellent verbal and written language skills, with an emphasis on active listening and clear, professional responses •Ability to coach, mentor, and motivate a team while fostering a positive and collaborative work environment •A passion for helping both customers and team members succeed •Ability to type a minimum of 35 words per minute •Ability to effectively navigate multiple systems at a time while assisting live customers
Roles and Responsibilities: ?Ensure every customer interaction is met with care, urgency, and a solutions-driven mindset. ?Foster a customer-centric culture by coaching agents on empathy, active listening, and problem resolution. ?Act as the primary point of contact for escalated customer concerns, resolving issues efficiently while maintaining customer satisfaction. ?Utilize critical thinking and problem-solving skills to de-escalate situations and provide effective resolutions. ?Monitor live interactions and step in as needed to assist agents in handling difficult inquiries. ?Offer immediate feedback and guidance to improve agent performance and enhance customer satisfaction. ?Conduct side-by-side coaching, call reviews, and training sessions to reinforce best practices ?Support the team in achieving key performance indicators (KPIs) such as customer satisfaction (CSAT), first-call resolution (FCR), and response time. ?Track and analyze team performance, identifying opportunities for process improvement and skill development. ?Identify gaps in workflows and provide recommendations to enhance the customer experience and agent efficiency. ?Collaborate with other departments, such as quality assurance, training, and operations, to drive continuous improvement initiatives. ?Stay updated on company policies, product updates, and industry trends to better support both customers and agents.

Any Graduation