Customer Contact Comms New Associate-Voice

Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms New Associate

Qualifications:Any Graduation

Years of Experience:0 to 1 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? The Support Desk (SD) New Associate responds to common, non-complex, in-house requests (Tier 1), and operates in the functional aspect of a single NGCO SD product area and its operating environment. The SD New Associate answers questions regarding the support tools and processes, researches and resolves non-complex problems/issues and escalates complex problems/issues. The SD New Associate provides support for internal and external NGCO SD customers and uses prescribed tools and processes for issue resolution

What are we looking for?

• Qualifications: Education: Graduation or equivalent / Undergraduate / 12th Pass is a must Work Experience:
• Freshers can apply.
• Less than 1 year of Call Center or Customer Service experience
• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using the Automatic Call Distributor, Microsoft Office Suite, Customer Service System, Internet Explorer, and other browser-based applications.
• Good technical aptitude with an ability to learn quickly.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Flexible to work in shifts as per business requirement, this will also include working in night shifts. Roles and Responsibilities:
• Handle, research, and resolve phone, chat, email inquiries for NGCO SD customers regarding non-complex functional problems.
• Document and update customer contacts in the Customer Service System.
• Complete any follow-up work related to customer issue resolution.
• Answer general questions, provide education, and offer service to customers in a professional and courteous manner.
• Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center.
• Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences.
• Meet productivity and quality performance expectations as established by NGCO SD management and interfaces.
• Conduct self evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors.
• Support additional duties as necessary in high volume periods in the SD. This job description reflects management s assignment of essential functions; it does not prescribe or restrict responsibilities that may be assigned
• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your primary interaction is within your own team and your direct supervisor
• In this role you will be given detailed instructions on all tasks
• The decisions that you make impact your own work and are closely supervised
• You will be an individual contributor as a part of a team with a predetermined, narrow scope of work
• Please note that this role may require you to work in rotational shifts