Subject Matter Expert
Accenture
Total years of experience :7 years, 6 Months
• Assume responsibility for resolving member escalations by working with multiple business partners while consistent communication is present with the member.
• Coach agents on how to navigate through systems to find information needed for calls.
• Shares information required for the team to be successful.
• Conducts training on frequent queries as well as on how to leverage internal resources and knowledge base.
• Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements.
• Manage complaints from customers with complex/critical issues and resolves them in a clear, courteous and straightforward manner.
• Provides thorough technical support and problem resolution for customers using a variety of diagnostic tools.
• Managed customers’ expectations and experience to a high degree of customer satisfaction.
• Maintains composure and patience in face of difficult customer situations.
• Answers incoming calls from residential customers.
• Provides support to customers with billing and account issues and appropriately document all transactions and pertinent interactions.
• Performed customer request/problem identification and follows defined procedures to resolve correctly.
• Demonstrates professionalism and courtesy with customers at all times.
• Works closely with team members to meet or exceed all customer service requirements.
• Appropriately documented all transactions and pertinent interactions.
• Identify potential sales and cross-selling opportunities.