Escalations Agent

Job description

The Escalations Support Agent will own and manage a stream of incoming requests from customer facing Agents and will work with internal and external tools and teams to provide a timely and accurate response. This is a pivotal role in the customer support process and is a critical part of the end to end customer service delivery experience. The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast moving environment.

Responsibilities

· Queue management and queue assignment
· Knowledge Base ownership
· Managing communication and project management when required
· Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support
· Act as the voice of the customer and Agent in managing escalations to resolution
· Be an expert in internal and customer facing tools for escalation triage, validation and Agent support
· Maintain contact with and manage communications appropriately with all stakeholders in the escalations process
· Be comfortable and methodical in working through high volumes of incoming requests and processing them in a timely manner
· Use data to analyse trends and develop insights which will improve the process and provide a better agent and user experience
· Act as a subject matter expert for the escalations process and suggest and implement process improvements

Desired profile

Qualifications :

Requirements
• Experience in an online operations, project management or online escalations environment
• Maintains calm focus and communicates effectively when dealing with problems that the not clearly defined
• Comfortable working with internal and external third parties and subject matter experts, when appropriate, to resolve issues quickly
• Strong communicator on email, live chat, phone and face to face
• Comfortable in triaging potential conflicting points of view and managing stakeholder escalations
• Awareness of the importance of data and key performance metrics
• Avid Social Media user, a passion for ensuring a good user experience
• Passion for helping people
• Ability to perform in a complex, high-stakes, fast-paced environment
• Ability to drive escalations through defined process to resolution
• Ability to thrive in an unstructured environment

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world's largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.