Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support
Designation: Customer Service 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 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? CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion. Customer Operations - Voice - Help desk role - ticket resolution/Chat support 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 non-voice interactions like email, web and chat.
What are we looking for? • College graduate, preferred but not required • Excellent English Communication Skills demonstrated by having a local Berlitz rating of B1T, or B2 and higher (For offshore resources) • Experience in customer care, sales, tech support and/or similar accounts, required • Experience in broadband and/or TV troubleshooting, recommended but not required
Roles and Responsibilities: •• Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. • To perform assigned skill sets and its corresponding activities and tasks efficiently. • To support & record a variety of customer service issues through telephone from customers. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client. • To provide first-level troubleshooting on customer home broadband, tv, and phone setup and connectivity issues • To provide recommendations to customers on new product, packages, upsells, and cross-sells that match the customer’s lifestyle needs and generate additional revenues as a result • To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues. • To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management. • To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities.

Any Graduation

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

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