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12 Accenture Customer Service Associate Jobs

Customer Service Associate

1-3 years

₹ 2.25 - 6L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Mumbai

Customer Service Associate

Accenture

posted 9d ago

Job Role Insights

Flexible timing

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 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 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

    Read full job description

    Accenture Interview Questions & Tips

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    What Customer Service Associate at Accenture are saying

    3.6
     Rating based on 204 Customer Service Associate reviews

    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.

    • Promotions - Bad
    • +2 more
    Read 204 Customer Service Associate reviews

    Customer Service Associate salary at Accenture

    reported by 1.6k employees
    Lock Unlock
    ₹0.9 L/yr - ₹7.8 L/yr
    57% more than the average Customer Service Associate Salary in India
    View more details

    What Accenture employees are saying about work life

    based on 56.9k employees
    65%
    85%
    67%
    75%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Accenture Benefits

    Free Transport
    Cafeteria
    Work From Home
    Gymnasium
    Health Insurance
    Soft Skill Training +6 more
    View more benefits

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