Customer Service Senior Analyst-Voice

Skill required: Language Translation - Customer Service
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:Spanish - Expert
What would you do
Primarily responsible for activities that follow the Order to Cash i.e Order management with proficiency in both English & Spanish. The duties include manage & process customer orders in a timely & accurate manner (calls, emails, portals. Ensure documentation, monitoring, & traceability of customer orders are received. In this role, you are required to own a portfolio of customers, analyse, & process their orders end to end till fulfillment & resolve concerns, if any, by liasioning with supporting teams. You will be working on high $ value orders/clients for low shelf-life products & life saving drugs, therefore, customer centricity, accuracy, & agility in processing & performing assigned tasks would be critical.Your day-to-day interaction is with end customers (both B2B & B2C), peers within Accenture, client stake holders teams across O2C areas & Supply Chain Management via calls, emails, MS Teams chat - hence- you are expected to be proficient in customer & stakeholder mgmt. You will be given moderate level instructions on daily work tasks & detailed instructions on new assignments. You will be an individual contributor as a part of a team, with a focused scope of work. You will need to be well versed with SAP & MS Office(esp MS Excel & Outlook) for day-to-day business & use it while discussing with stakeholders. You will be expected to constantly be on the lookout for ways to enhance value for your respective stakeholders/clients. Creation of Credit Notes based on the standard procedures & processes.Provide information/resolution regarding commercial/non-commercial cases. Escalates non-routine issues according to the escalation matrix to Team Lead for problem resolution. Identifies & recommends opportunities to enhance/streamline business processes. Ensures all work is performed in accordance with targets. Results are communicated to the client representative & customer in a timely & effective way. Ensure daily completion of work & shares best practices with peers. Provide archiving & records retention in accordance with policies & practices. Provide internal & external audit support as requested. Excellent written & verbal communication in both English & Spanish.
What are we looking for

Order Management

Sales Order Processing

Billing Processing

Invoice Processing

Adaptable and flexible

Ability to perform under pressure

Problem-solving skills

Detail orientation

Strong analytical skills

Microsoft Excel, SAP

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Good to have
Educational Qualification - B.Com
Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts
Qualification
Any Graduation