Service Delivery Ops Specialist

Skill required: Network Customers Operations - Customer Service Management
Designation: Service Delivery Ops 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 worlds 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? Helps transform back office and network operations, reduce time to market and grow revenue, by improving customer experience and capex efficiency, and reducing cost-to-serve Good Customer Support Experience preferred with good networking knowledge The Customer Service Management team focuses on managing the organization's interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers.
What are we looking for? Customer facing experience - direct contact with Clients Good knowledge of the AT&T portfolio to resolve timely issues Ability to work under pressure and when required outside business hours Proactive approach to avoid issues and risks Very good interpersonal skills: empathy; respectfulness; persuasive and diplomatic, communicative Ability to multitask in a complex environment, deliver to timescales and prioritize workload Pragmatic, lateral thinking and problem-solving skills Analytical and resourceful Understanding of geographical and cultural, human and business differences Enough seniority to interact at senior levels within an organization At least 4 years experience in RA/QA role, of which at least 2 years with a customer facing role Strong communication skills in English, both oral and written (B2 level)
Roles and Responsibilities: Random sampling check based on current vs previous month revenue with percentage Review Cognos Top Net variance tab to validate Top & Bottom 25 customers. Resolve issues, remove roadblocks either through team discussions or escalation Drive improvements in the overall time to resolve a single dispute Have a clear understanding of the complexity in a contract while reviewing the invoice Status updates to manager and client Identify anomalies in revenue and impacted areas Improving customer satisfaction by pro-actively identifying potential revenue leakages and dispute avoidance