Customer Contact Comms Associate-Voice

Skill required: Omnichannel - Customer Service

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 Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Strive and achieve SLA target and business outcome indicators defined by the client" What are we looking for? "
• 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
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills
• Typing speed – 50 words per minute Able to work on a flexible basis as determined by the business needs
• Ability to work under pressure
• Team worker
• Positive Attitude
• Quick Learner
• Punctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail"
• Graduate in any discipline "
• Relevant years Human Resource experience with similar background
• Prior international BPO work experience preferred Prior experience of working with Australian clients would be preferred. " Roles and Responsibilities:
• "
• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool
• Walk customers/ Provide navigational support on self service portal
• Ensure security verifications are carried out per company policies and procedures.
• Place outbound calls to customers when required in line with Client / Company guidelines
• Work productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
• Maintain regular and punctual attendance in line with company policies and procedures
• 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"