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    Job · 16933385

    Accenture logo

    Customer Contact Comms Associate-Voice

    Accenture · Mumbai · onsite · Posted 41d ago

    Undisclosed1–3 yrsfulltimeSourced fromNaukri

    About a minute. You'll make an account on the way through.

    About this role



    Skill required: Omnichannel - Customer Service


    Designation: Customer Contact Comms Associate


    Qualifications:Any Graduation


    Years of Experience:1 to 3 years


    What would you do "
  1. Provide high quality Tier 1 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
  2. Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails chats
  3. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  4. Strive and achieve SLA target and business outcome indicators defined by the client"


    What are we looking for "
  5. Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Zendesk, Service Now Salesforce preferred), Workday, Microsoft Office Suite, and Internet Explorer
  6. Good technical aptitude with an ability to learn quickly
  7. Excellent verbal and written communication skills
  8. Typing speed 50 words per minute
    Able to work on a flexible basis as determined by the business needs
  9. Ability to work under pressure
  10. Team worker
  11. Positive Attitude
  12. Quick Learner
  13. Punctual and Disciplined
  14. Good Communication skills
  15. Customer Focussed
  16. Results driven
  17. High standards of Integrity
  18. Attention to detail"
  19. Graduate in any discipline
    "
  20. Relevant years Human Resource experience with similar background
  21. Prior international BPO work experience preferred
    Prior experience of working with Australian clients would be preferred.
    "


    Roles and Responsibilities:
  22. "
  23. Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool
  24. Walk customers/ Provide navigational support on self service portal
  25. Ensure security verifications are carried out per company policies and procedures.
  26. Place outbound calls to customers when required in line with Client / Company guidelines
  27. Work productively whilst maintaining exceptional call/data quality standards in line with targets
  28. Contribute to the team through open and regular communication with peers / supervisors
  29. Adhere to all company or departmental policies and procedures (personnel and operational)
  30. Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
  31. Maintain regular and punctual attendance in line with company policies and procedures
  32. Minimise customer complaints and escalations by providing exceptional service and call control
    ""Must be open to Australian shift timings:
    (9 am to 5 pm) Australian time"


    Qualification Any Graduation

    33. Sourced from naukri

    Skills

    Customer Servicedata qualitycustomer satisfactionCustomer SupportOmni ChannelOutboundoutbound callsInbound CallsCustomer ComplaintsMicrosoft Office SuiteCommunication SkillsoperationsInternational BPOsalesforcebpoinbound

    About Accenture

    Accenture logo

    Accenture

    IT Services & Consulting

    350k+

    employees

    1989

    37 years old

    Dublin

    Ireland

    About

    Accenture plc is an Irish-American, professional services company based in Dublin, specializing in information technology services and consulting.

    Industries

    IT Services & ConsultingAnalytics & KPOSoftware ProductManagement Consulting

    Employee ratings

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    Culture

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