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 Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels. Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships. What are we looking for Educational Profile:
Any graduate from Govt. recognized universities
2 years of analyst experience in international BPO
Non-BPO work experience would be irrelevant
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 Graduates with sound technical knowledge in operational activities and are responsible for the performance of duties as indicated in the procedure's manual.
Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, 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 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 and is lines with the GDPR guidelines
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
Provide recruitment and onboarding support to new employees
Updating personal records (Address, Name, emergency contact details) of the employees
Helping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time.
Helping employees obtain their verification of employment
Helping hiring managers in the recruitment process
Manage employee grievance queries
Administer or change benefits, health plans, retirement plans, etc.
Working Hours: 24 x 7, Any Graduation

Customer Contact Comms Associate-Voice