Job Description

Positions Based in Fredericton, NB

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture and make delivering innovative work part of your extraordinary career.

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

What sets us apart from other employers?

  • We offer a $16.50 per hour starting wage and a $1000 signing bonus!

  • $4 hourly language premium for handling bilingual (English and French) customer inquiries via email, webchat and/or calls!

  • NOC Code 6552

  • We offer our employees fast-tracked opportunities for growth; many of our new hires are provided with advancement opportunities within 6 – 12 months after starting with Accenture.

  • Accenture has also been ranked a Canada Top Employer for 12 consecutive years.

What can you expect from us?

  • Competitive hourly rate ($16.50 base to start)

  • Language premiums of $4/hour for bilingual customer inquiries via email, webchat and/or calls. The language premium program is market driven and Accenture may amend, change, alter or discontinue this program at any time as market conditions warrant. To be eligible for the language premium, skilled individuals need to receive a passing score upon completing the standardized Accenture language testing and must be successfully staffed in the bilingual queues.

  • Sign on bonus of $1000.

  • Shift premiums for evening shifts, 7 days a week.

  • We offer permanent status with a comprehensive total rewards package (benefits, RRSP plan, and more!) after 6 to 12 months of strong performance.

  • Full-time positions scheduled up to 44 hours per week. Typically shifts are not lowered below 35 hours per week unless on a voluntary basis.

  • Annual merit increases based on performance.

  • Recognition for individual efforts.

  • Spacious workstations with updated technology platforms and equipment.

  • Supportive environment to assist with individual success.

  • Opportunities for continued self-development with access to extension online courses.

  • Professional development attending comprehensive paid training from 2 to 8+ weeks upon hire.

  • Extensive post-training coaching and support for up to 3 months.

  • A sense of community! We pride ourselves on our inclusive, open, and engaging work environment.

  • Opportunity to give back to the community supporting local causes and volunteer efforts.

Job Description

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

A professional at this position level within Accenture has the following responsibilities:

  • Records and processes a variety of Customer orders and inquiries received by mail, telephone and through personal Customer contact. 

  • Investigate Customer's inquires and issue the type of call or completes the necessary tasks to resolve them within established guidelines. 

  • Update accounts, and complete billing transactions to rectify billing errors and process adjustments to the accounts.

  • Handle inbound collection calls and negotiate payment arrangements on delinquent accounts.

  • Promotes client programs and products. 

  • Suggests additional or alternative products or services to meet Customer needs. 

  • Serves as an Expert in a variety of products/services area.

  • Researches and obtains resolution of a variety of customer complaints and issues. 

  • Proactively maintains and enhance an ongoing relationship with Customers

  • Maintains appropriate records of requests/inquires processed and compiles various reports according to the standard procedures and formats

  • Alerts appropriate staff of any potential Customer Services problems or issue

  • Escalates calls as appropriate

  • Good knowledge of the Customer Care function

  • Analysis, judgment, and sensitivity to Customer needs. 

  • Tolerance to deal with irate customers under stressful situations

  • Proven verbal and written communication skills. Ability to exercise good judgment with minimal supervision

  • Good organizational, negotiations and problem resolution skills

  • Computer literacy

  • Ability to multitask

  • Ability to work effectively in a team environment.

  • Ability to receive and act on feedback given

  • Ability to work flexible shifts & days (24/7)



Qualifications

Basic Qualifications

  • Experience in Customer Service Delivery/Customer Contact Services

  • Minimum of 1-year customer service experience

  • High School Diploma or equivalent

  • Intermediate communication skills

Professional Skill Requirements

  • Eagerness to contribute in a team-oriented environment

  • Ability to work creatively and analytically in a problem-solving environment

  • Desire to work in an information systems environment

  • Good communication (written and oral) and interpersonal skills

  • Demonstrated leadership in professional setting; either military or civilian

  • Demonstrated teamwork and collaboration in a professional setting; either   military or civilian 

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email.

Other Employment Statements

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

Please be aware that Accenture requires all new employees to be fully vaccinated against Covid-19 as a condition of employment. Accenture will consider requests for accommodation based on human rights grounds (e.g., medical/disability, religious/creed, other) to this vaccination requirement during the recruiting process.

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