Job Title : Customer Service Senior Analyst
Salary : Rs 6,98,143 per year,
Location : Gurugram, Haryana
Company : Accenture
Qualifications : Any Graduation
Experience : 5 to 8 years
ABOUT ACCENTURE
Accenture is a worldwide professional services organisation specializing in consulting, era, and operations services. It helps clients enhance their performance and reap their goals through modern answers and superior technologies. With a presence in over 120 international locations, Accenture gives understanding in various industries, inclusive of finance, healthcare, and generation.
The enterprise makes a speciality of turning in transformative answers that pressure growth, performance, and competitive advantage. Its offerings variety from approach improvement to imposing contemporary technology and coping with complicated operations. Accenture is known for its dedication to leveraging statistics-pushed insights and virtual abilities to assist companies navigate complex challenges and capture opportunities in an ever-evolving market.
Job Overview: Senior Analyst – Customer Service
Position Summary:
The Senior Analyst – Customer Service is answerable for leading and improving customer service operations through information-driven insights, technique improvements, and strategic projects. This role entails reading patron interactions, identifying traits, and growing strategies to improve provider delivery and customer pleasure. The Senior Analyst collaborates intently with numerous departments, along with customer service, IT, and control, to make certain effective implementation of answers and excellent practices.
Key Responsibilities:
Data Analysis and Reporting:
- Collect, analyze, and interpret customer service records to become aware of patterns, trends, and areas for improvement.
- Develop and hold comprehensive reports and dashboards to tune key overall performance signs (KPIs) and consumer satisfaction metrics.
- Provide actionable insights and pointers to senior management based on information evaluation.
Process Improvement:
- Evaluate current customer service methods and workflows to identify inefficiencies and areas for enhancement.
- Lead initiatives to streamline operations, reduce reaction times, and decorate overall customer enjoy.
- Implement first-rate practices and new technologies to improve provider high-quality and performance.
Strategic Planning:
- Collaborate with management to develop and execute customer support techniques aligned with organizational dreams.
- Monitor enterprise trends and emerging technologies to pick out opportunities for innovation and competitive benefit.
- Contribute to the improvement of lengthy-time period strategic plans to beautify customer service abilities.
Customer Feedback Management:
- Analyze patron comments and pleasure surveys to gauge provider effectiveness and pick out regions for development.
- Develop and enforce movement plans to cope with client worries and decorate service great.
- Work with customer service groups to address and remedy complicated patron troubles and escalations.
Cross-Functional Collaboration:
- Partner with IT and different departments to integrate customer support structures and gear.
- Coordinate with education groups to make sure customer service representatives are prepared with the necessary capabilities and information.
- Facilitate conversation between customer service groups and other departments to deal with pass-purposeful troubles.(Customer Service Senior Analyst)
Project Management:
- Lead and manage customer service projects from inception to finishing touch, making sure they meet timelines, budgets, and objectives.
- Coordinate with task teams to ensure successful implementation of latest approaches, structures, or technology.
Qualifications:
- Bachelor’s diploma in Business Administration, Management, or a related subject (Master’s diploma desired).
- Proven experience (typically five-7 years) in customer service analysis, manner development, or a associated position.
- Strong analytical abilities with proficiency in information analysis tools and techniques.(Customer Service Senior Analyst)
- Experience with customer support structures and CRM structures.
- Excellent conversation and interpersonal talents, with the ability to offer complicated data in reality.
- Demonstrated ability to manipulate more than one tasks and priorities efficaciously.
Skills:
- Advanced analytical and problem-solving abilities.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and statistics visualization equipment (e.G., Tableau, Power BI).
- Strong venture management and organizational talents.
- Ability to paintings collaboratively in a group-orientated surroundings.
- Strategic wondering with a focal point on consumer-centric answers.
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