Skill required: Email - Customer Service Management
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About AccentureAccenture 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 699,000 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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.
Candidate who is good in email and chat process, who is good in typing is what is preferred here
The Customer Service Management team focuses on managing the organization s interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers.
What are we looking for? •Responsible for the end to end delivery of all provisioning orders and MACDs for
KCOM to ensure customers are updated proactively throughout the provisioning
lifecycleAccurate records will be maintained to ensure MACD change requests can be
completed in a timely manner, thus ensuring maintenance of a green order
book and quality of service
• May work on multiple orders at once
• Supports both Consumer & Business accounts across the business
• Supports customers with contracts for multiple solutions across multiple 3rd
party suppliers
•
•
•May represent the team and actively help in the preparation of documents to support tenders for contracts
• Clean order validation of customer requirements to ensure smooth provisioning
• Allocated work by the Inbox Manager and then plans and manages own workload in line with team
performance targets and customer satisfaction
• Liaises with various other departments including pre sales, product management, customer services and
sales teams to ensure accurate data capture and provisioning
• Raises all orders and MACD requests onto the various CRM systems to ensure order completion is in line with
SLA and accurate billing
• Proactively keeps the customer updated at all key stages of the order cycles
• May attend and actively contributes to customer service reviews to build and strengthen relationships
• Adhere to all documented processes & procedures
• Manage ad hoc projects and undertake additional tasks and responsibilities to ensure timely service delivery
Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts
Any Graduation
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.