Offers “Accenture”

days ago Accenture

Customer Service Supervisor

  • Internship
  • COSTA RICA
  • Sales

Job description



Accenture Operations smartly connects the capabilities required to outperform in a digital world, transforming the operations of the digital business by providing technology-enabled, secure and flexible business operations “As-a-Service,” to help our clients accelerate innovation, revenue growth and cost reduction. We bring together our infrastructure, security, cloud, applications and business process operations capabilities, infused with intelligent technology and augmented by talented people who have deep industry, functional, technical and scientific expertise. This uniquely enables us to automate business processes to drive greater efficiencies and productivity, unlock actionable insights and deliver everything as-a-service–securely, and at scale.

Responsibilities

· Leads low to medium complexity workstream on a project under the direction of a more senior Lead
· Manages the project from scoping and requirements through deployment for an end to end project or specific area of a project
· Escalate issues to management which cannot be resolved at the program project level
· Ensure resolution of cross segment team project issues, risks, and or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated
· Report and manage overall project release status back to the project sponsor and stakeholders
· Take responsibility for end to end solution delivery, ensuring timely delivery of high-quality project deliverables through effective team communications and focus on quality including but not limited to all change requests
· Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions
· Mentor and provide guidance to project resources to continually improve program project productivity
· Proactively assign work and provide instructions, advice and technical business leadership and guidance to project staff review work in progress in a timely manner and assess completed work for accuracy, required results, and quality
· Develops and maintains knowledge of the customer and customer specific business environment
· Develops and maintains an understanding of customer Service Level Agreements and department s product s key performance requirements
· Demonstrates an understanding of the customer s business needs or market and maintains high customer satisfaction ratings
· Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
· May promote client products and services by suggesting additional or alternative products to meet customer s needs

Ideal candidate profile



Qualifications :

Qualifications and Requirements:

·  Bachelor s degree or 3 years diploma or equivalent experience with preferable experience in contact centers
·  Client Customer handling experience
·  Excellent customer service skills
·  Proficient in Metrics and Reporting
·  Proficient in MS Office including MS Excel, Word, and PowerPoint
·  Expertise handling escalations and customers
·  Able to balance competing priorities
·  5 years of experience in Customer Service
·  Excellent knowledge of management methods and techniques
·  Proficiency in English
·  Acts confidently in uncertain circumstances works effectively in ambiguous situations.
·  Takes well thought out action to achieve a specific impact.