Customer Service Associate-Voice
Designation: Customer Service Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About Accenture
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What would you do? The Support Desk (SD) New Associate responds to common, non-complex, in-house requests (Tier 1), and operates in the functional aspect of Order & fulfillment enquiries. The SD Associate answers questions regarding the support tools and processes, researches and resolves non-complex problems/issues and escalates complex problems/issues. The SD Associate provides Business to business support for a Global Software Client and uses prescribed tools and processes for issue resolution.
What are we looking for? Education: Graduation or equivalent / Undergraduate / 12th Pass is a must Work Experience: Minimum 1 year Customer Service experience or process execution, business with focus on support and operations. (Optional E-commerce background) Knowledge and Skill Requirements: • Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticketing tool, Microsoft Office Suite, Customer Service System, Internet Explorer, and other browser-based applications. • Experience related to Helpdesk query management • Good technical aptitude with an ability to learn quickly • Excellent communication, consultative and customer relationship skills. • Proficiency in English is required, any additional language is a plus. • Good knowledge of the E-Commerce world is a strong plus. (Optional) • Strong oral and written communication skills. • Strong interpersonal skills. • Strong conflict management skills. • Flexible to work in shifts as per business requirement, this will also include working in night shifts.
Roles and Responsibilities: Key Responsibilities: • Handle ticket inquiries from employees regarding non-technical functional problems. • Document and update customer contacts in the Customer Service System. • Complete any follow-up work related to customer issue resolution. • Answer general questions, provide education, and offer service to customers in a professional and courteous manner. • Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center. • Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences. • Meet productivity and quality performance expectations as established. • Conduct self evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors. • Knowledge about B2B buying, digital commerce, digital marketing (Optional) • The Digital Conversion and Commerce Support specialist is a motivated and result driven individual with a strong “can-do” attitude, that assists customers and partners by removing any obstacle from the digital purchase process in a one-touch resolution process: inquiries from users across the different portals can be of a technical nature (access, check-out, order, fulfilment) or basic guidance-to-purchase nature (questions on product feature, compatibility etc.). • The Digital Conversion and Commerce Support specialist will engage with a number of different external teams to ensure the issue resolution •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
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