Summary:
The Escalations Management Analyst is responsible for ensuring customer support excellence by taking end-to-end ownership of escalated issues for Mandarin markets. This role requires a detail-oriented and quick-thinking individual who can make decisions under pressure and serve as the central point of escalation and coordination.
Key Responsibilities:
Escalation Handling: Act as the primary point of contact for escalated issues, ensuring timely and effective end to end resolution or proper hand off, if necessary. Perform root cause analysis of escalated cases, if necessary.
Perform/handle outbound or inbound customer and/or client communications.
Update applicable Program Database accurately.
Collaborate with various teams maintaining the focus on deescalate initiatives ensuring service on time delivery. Always provide seamless coordination and resolution of escalated cases.
Provide clear, focused and consistent communication in a positive and patient manner to all parties involved.
Provide timely updates to internal/external stakeholders on all proactive measures taken towards resolution of each case, showing full ownership.
Customer Support Excellence: Maintain high standards of customer service, ensuring a positive experience for all stakeholders.
Conduct thorough investigations to identify the root causes of issues and suggest corrective actions to the respective team managers.
Proactive Approach: Based on expertise and case/process observations, anticipate potential issues and take proactive measures to prevent escalations.
Qualifications:
Excellent communication skills, both verbal and written in Mandarin and English.
1-3 years of experience in similar customer support, service operations, service desk, or case management roles in a fast-paced environment
Proven experience handling customer or client escalations end-to-end
Exposure to root cause analysis and service improvement initiatives is an advantage
Experience in IT, telecommunications, networking, or technology services environment is preferred
Ability to handle multiple tasks and prioritize effectively.
Attributes:
Detail-oriented and organized.
Strong decision-making skills and ability to perform under pressure.
Critical thinking skills
Proactive and able to anticipate needs.
Patient and positive demeanor, with a focus on customer satisfaction.
Ability to maintain composure in challenging situations.
Team player, able to follow and deliver
Familiarity with or an ability to understand and utilize a database and Microsoft Office program.
#LI-GM
About Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
