Skill required: Omnichannel - Customer Service
Designation: Customer Service 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.
Team Development:
Create a performance driven competitive culture in the team which includes but is not limited to the following:
1. Ensure that the Team is adequately staffed and resources have the right skills required for the job. Liaise with OADM, Accenture Leadership, Recruitment and IJP Teams on staffing requirements.
2. Provide team members with a clear sense of direction and understanding of each other’s responsibilities including career planning and succession planning.
3. Ensure a robust measurement system to substantiate performance evaluation of team members, recognizes and rewards individual and team accomplishments.
4. Conduct/Support Training for regional teams and on-board new team members on all areas of HRO operations and including: Controls & Compliance, Business Continuity Plans, process analysis and customer service.
5. Enhance team moral and engagement level thorough team bonding exercises and activities. Liaise with local PPA’s and Human Resources Team on driving key People initiatives.
6. Ensure team is aware of their Goals and how their performance will be evaluated. Ensure that teams are able to explain the process.
7. Escalation and resolution point for team members with regards to people related queries. Liaise with local Human Resources Team on critical issues.
8. Communicates clearly and concisely, using appropriate level of detail, terminology and style.
9. Retain talent and establish growth path for valued resources. Liaise with local Human Resources Team on critical issues.
10. Team alignment and work allocation within Team.
11.Schedule monthly one-on-one feedback sessions with each team member to discuss progress, challenges, and short-term goals.
What are we looking for? 6 to 7 years of Industry Experience
4 to 5 years of HRO Experience Contact Center Experience
Mandatory Versant test score: Above 58
Payroll
Payroll Systems and CRM/Workflow tools (SAP, Workday, Oracle)
HRO Domain
CRM/Workflow tools (SNOW, Astute, Zendesk, Siebel)
MS Office
Email Writing Skills
Problem solving skills (Analytical skills / Collabrative thinking/ Adaptable to change)
Verbal Communication : Sentence Mastery, Vocabulary,Fluency,Pronunciation
Customer Service Skills
Knowledge on Telephonic Software+C11:C19C4C12:C19C12:C19C13:C19C14:C19C15:C19C16:C19
Roles and Responsibilities: •Operation Management:
Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following:
1. In-depth understanding of HRO processes supported by Accenture for different geographies. Drives activities to meet requirements (e.g., timelines, quality, and costs) & does whatever is needed to complete the task on time and error free.
2. Drive Operational Excellence within Team and support OE Focal. Liaise with Operational Excellence Team as required.
3. Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.
4. Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Liaise with Service Management Team on reporting performance measures to the Client.
5. Escalate issues and seek advice when faced with complex issues/problems.
6. Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.
7. Creates a logical plan, realistic estimates and schedule for an activity or project segment.
8. Ensures progress, issues and agreements are properly documented and acted upon.
9. Assist Team with performing “Root Cause Analysis” on issues faced and suggest appropriate corrective and preventive actions.
10. Support in Knowledge Transfer of any process/client and acquires in depth knowledge of process, as required.
11. Participates in various Internal or Client initiatives related to Process.
12. Ensure the process dashboards and visual management displays are reviewed on an ongoing basis and up-to-date.
13. Actively participate in all process related business meeting in-person or virtually through conference calls.
14. Liaise with Accenture Local IT to escalate Technology issues being faced by the Team.
15. Participate in and/or support during Client visits.
16. Willing to work night shifts from the office, with the option to transition to a hybrid model after stabilization.
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
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