Customer Contact Comms Associate

Accenture · IT Services & Consulting

Mumbai
On-site
Posted 4 days ago
Customer Service & Support

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About the job

Skill required: Customer Operations - Voice - Service Desk Voice Support

Designation: Customer Contact Comms Associate

Qualifications: Any Graduation

Years of Experience: 1 to 3 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 world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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? • Provide high quality Tier 1 Customer Support service to employees with complete focus on issue resolution and customer satisfaction.

Adhere to client defined and internally defined processes and procedures while handling inbound calls emails and chats.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Strive to achieve service level agreement targets and business outcome indicators defined by the client.

Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.

Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for? • • Relevant plus years of Human Resources experience in a similar role

• Prior international BPO work experience preferred

• Prior experience working with APAC clients preferred

Educational Qualification

Graduate in any discipline

Shift Timings

Must be flexible with respect to shift timings.

Ability to effectively use customer service technologies and ticket tracking systems such as Zendesk ServiceNow and Salesforce

Experience with Human Capital Management tools preferably Workday

Understanding of employee lifecycle processes including onboarding employment changes leave payroll inquiries benefits and separation processes

Proficiency in Microsoft Office Suite and Internet Explorer

Good technical aptitude with the ability to learn quickly

Excellent verbal and written communication skills

Typing speed of 50 words per minute

•

Roles and Responsibilities: • Receive inbound calls emails and chats and ensure that cases and interactions are logged correctly in the ticketing tool

Walk employees through and provide navigational support on self service portals

Ensure security verifications are carried out as per company policies and procedures

Place outbound calls to employees when required in line with client and company guidelines

Work productively while maintaining exceptional call and data quality standards in line with targets

Contribute to the team through open and regular communication with peers and supervisors

Adhere to all company and departmental personnel and operational policies and procedures

Keep process repositories including DTPs Knowledge Base and SharePoint updated with current process information

Maintain regular and punctual attendance in line with company policies and procedures

Minimize customer complaints and escalations by providing exceptional service and call control

Ability to work on a flexible basis as determined by business needs

Ability to work under pressure

Team player

Positive attitude

Quick learner

Punctual and disciplined

Good communication skills

Customer focused approach

Results driven mindset

High standards of integrity

Strong attention to detail

Any Graduation

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.

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