Customer Contact Comms Associate

Skill required: Chat - Service Desk Non-Voice Support
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 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 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. Skill required: Next Generation Customer Operations Designation: Senior Agent Qualifications: Any Graduation Years of Experience: 2 to 3 years in Customer Service program Vertical Experience – Retail background preferred ( 1 + years ) Night shift with brick and mortar setup ( in office )
What are we looking for? • Support voice/email/messaging Customer contacts • Provide support for resolution of customer problems, issues, requests and queries • Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents • To perform assigned skill sets and its corresponding activities and tasks efficiently • To support & record a variety of customer service issues .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 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
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