- Role: Customer Service Senior Analyst Job in Banglore
- Location: Bengaluru, Karnataka
- Work Type: FULL-TIME
- Years of Experience:5 to 8 years
- Company: Accenture
About Accenture Company
Accenture is an international expert offerings enterprise with leading competencies in virtual, cloud, and security. Combining unrivaled enjoy and specialized abilities at some stage in more than forty industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered through the arena’s biggest community of Advanced Technology and Intelligent Operations facilities.
Customer Service Senior Analyst Job in Banglore Description
A Customer Service Senior Analyst is accountable for overseeing and improving customer support operations, ensuring purchaser delight, and improving issuer niceness. This function involves reading customer support records, identifying inclinations, and imposing strategies to optimize consumer interactions. The Senior Analyst collaborates with various departments to address client issues, broaden service requirements, and electricity continuous development obligations. This position requires a mix of analytical competencies, customer support information, and management talents to useful resources and manual customer support groups.
Customer Service Senior Analyst Job in Banglore Skills
- Analytical Skills: Proficiency in analyzing customer service records to discover traits, root reasons for problems, and regions for improvement.
- Communication Skills: Excellent verbal and written communique talents to successfully interact with clients and internal groups.
- Problem-Solving: Strong ability to discover problems fast and broaden effective solutions to decorate client pleasure.
- Leadership and Team Management: Ability to guide, mentor, and inspire customer support groups, fostering wonderful and efficient painting surroundings.
- Technical Proficiency: Knowledge of customer service software programs (e.g., CRM structures) and equipment for data analysis and reporting.
Customer Service Senior Analyst Job in Banglore Roles
- Customer Service Analysis: Analyze customer support metrics and comments to pick out trends and regions for improvement. Use information to force selections and improve service transport.
- Process Improvement: Develop and enforce strategies to enhance customer service processes, making sure performance and effectiveness in coping with customer inquiries and troubles.
- Team Leadership: Lead and support the customer support crew, offering guidance, training, and performance feedback to make sure excessive requirements of the carrier.
- Cross-Departmental Collaboration: Work with different departments (e.g., income, IT, operations) to cope with purchaser issues and put into effect solutions that enhance overall patron revel.
- Reporting and Documentation: Prepare exact reports on customer service overall performance, troubles, and improvement initiatives. Document procedures and great practices for destiny reference.
Education and Qualifications
- Bachelor’s Degree: A diploma in Business Administration, Management, Communications, or an associated subject is normally required.
- Advanced Degree: An MBA or other applicable master’s degree can be nice and exhibit superior understanding and management competencies.
- Certifications: Relevant certifications including Certified Customer Service Professional (CCSP) or Certified Customer Experience Professional (CCXP) may be beneficial.
- Experience: Several years of enjoyment in customer support roles, with a demonstrated music document of dealing with and enhancing service operations.
Key Responsibilities
- Develop and Implement Improvements: Create and enforce strategies to improve customer service techniques and enhance the overall client experience. Focus on efficiency, greatness, and patron pride.
- Monitor and Analyze Performance: Regularly evaluate customer service metrics and KPIs to evaluate normal performance and become aware of areas for improvement. Provide actionable insights based totally on records analysis.
- Team Development: Train, mentor, and guide customer support representatives, making sure they have the capabilities and expertise to perform efficaciously. Conduct overall performance opinions and offer positive comments.
- Customer Issue Resolution: Oversee the decision of complicated consumer troubles, ensuring timely and quality consequences. Escalate and coordinate with applicable departments when necessary.
- Stakeholder Communication: Communicate successfully with stakeholders, inclusive of customers, crew participants, and senior control. Prepare and present reports on customer support overall performance and development tasks.
Detailed Responsibilities
- Performance Monitoring and Analysis: Track and examine customer support metrics along with response times, decision prices, purchaser pleasure rankings, and first-touch resolution prices. Identify patterns and root causes of recurring troubles to proactively address capacity issues.
- Process Improvement Initiatives: Lead tasks geared toward streamlining customer service operations, lowering reaction instances, and growing universal performance. Implement high-quality practices and innovative answers to enhance carrier niceness.
- Training and Development: Conduct everyday schooling periods for customer service representatives on new techniques, gear, and customer service techniques. Develop and replace education substances to make certain consistency and relevance.
- Complex Issue Resolution: Handle escalated consumer troubles that require in-intensity evaluation and coordination with different departments. Develop motion plans for resolving consumer proceedings and stopping future occurrences.
- Reporting and Documentation: Prepare complete reviews on customer support performance, highlighting key metrics, trends, and areas for improvement. Maintain specific records of patron interactions, resolutions, and remarks to guide non-stop improvement efforts.
Apply Now: Customer Service Senior Analyst Job in Banglore
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