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Accenture

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3.9

based on 54.5k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

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19621 Accenture Jobs

Customer Service Associate

Accenture Solutions Pvt Ltd

3.9

based on 54.5k Reviews

1-3 years

₹ 2.25 - 6L/yr (AmbitionBox estimate)

Mumbai

Customer Service Associate

Accenture

posted 2d ago

Job Role Insights

Flexible timing

Key skills for the job

Doe SAP CO Customer Service Oracle Customer Support Operations Management

+ 12 more

Job Description

Skill required: Omnichannel - Customer Service

Designation: Customer Service Associate

Qualifications:Any Graduation

Years of Experience:1 to 3 years

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 others 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 PPAs 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 â"Root Cause Analysisâ" 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.

Qualifications

Any Graduation

Employment Type: Full Time, Permanent

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What people at Accenture are saying

3.5

Rating based on 194 Customer Service Associate reviews

Anonymous · Customer Success, Service & Operations in Bangalore / Bengaluru

Likes

Multiple benefits if you are a Residential employee salary compensation incentives etc.

Skill development - Good

+1 more

Dislikes

if you are a service provider i.e. Contractual basis employee your life will be hell every other day you will be reminded that you are a contractor no proper remuneration no proper leaves no job security etc.