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Accenture

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3.9

based on 54k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

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26803 Accenture Jobs

Customer Contact Comms Associate

Accenture Solutions Pvt Ltd

3.9

based on 54k Reviews

1-3 years

₹ 1.7 - 8.5L/yr (AmbitionBox estimate)

Mumbai

Customer Contact Comms Associate

Accenture

posted 1d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Servicenow Non Voice Process ERP Systems Customer Service Management Customer Service Operations

+ 3 more

Job Description

Skill required: Customer Operations - Voice - Service Desk Voice Support

Designation: Customer Contact Comms Associate

Qualifications:Any Graduation

Years of Experience:1 to 3 years

What would you do?

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 proceduresCustomer Operations - Voice - Help desk role - ticket resolutionNature of HR queries to be dealt with:

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.The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for?

Customer Service

Customer Service Management

Adaptable and flexible

Problem-solving skills

Agility for quick learning

Written and verbal communicationKnowledge & Skill Requirement

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:

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

Qualifications

Any Graduation

Employment Type: Full Time, Permanent

Read full job description

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What people at Accenture are saying

3.8

Rating based on 591 Associate reviews

Anonymous · Healthcare & Life Sciences

Likes

Like the work environment and the helping nature people and culture and events and also we get apriciation in every achievement that was most exciting thing in Accenture we get Amazon voucher and lot more gifts.