Customer Service Specialist – job post – Accenture – Full Job Description

Company: Accenture
Location: Bengaluru, Karnataka
Job Type: Full-time
Salary: Full-time

Skill Required: Customer Operations – Non Voice – Service Desk Non-Voice Support

Designation: Customer Service Specialist

Qualifications: Any Graduation

Years of Experience: 7 to 11 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?

• Collaborate with external / internal clients to execute procurement operations such as, Catalog Management, Contract Enablement, Supplier Onboarding, End User and Supplier Support and Training.
• Develop and manage PES operations pipeline, continuous improvement initiatives and ensure procurement solutions are addressing related client metrics and Contented SLAs for designated service.
• Customer Operations – Voice – Help desk role – ticket resolution/Chat support
• Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

• Excellent Communication Skills
• MS Excel (Advanced Excel)
• Dashboards and Reporting
• Procurement and PTP experience

Roles and Responsibilities:

• The Team lead will demonstrate the ability to support multiple projects, offer solutions and escalate issues and manage the enablement according to the project plan
• Drive content deployment for Contents and maintenance of content as well as management of content staging processes (includes collection, preparation, review, approval and publishing)
• Responsible for administration / maintenance of Contents for all categories and applicable suppliers
• Alignment and coordination with clients regarding Content content and ongoing content maintenance; educate and communicate clients with Content enablement process, requirements, timelines and readiness
• Act in the role of subject matter expert and provide guidance and direction regarding SAP Ariba/COUPA for downstream and upstream Content enablement activities; understand and convey the differences, types, importance and benefits of each to stakeholders
• Act as primary conduit for P2P Content enablement linked to the Client Team
• Work with Client Delivery to ensure that services are delivered in accordance with Contentual service level obligations
• Assist in troubleshooting and analysis of errors
• Reporting on status of enablement internally and to the clients
• Delivers high-quality, on-time implementation services on Content enablement and administration activities to clients utilizing the Ariba/Coupa Network and liaise with SPLs
• Responsible for creation of Content Enablement specific education materials and responsible to update the existing documents to capture process changes

Any Graduation

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