Job Description

  • Role Title: Customer Service Subject Matter Expert (SME)

  • Working Environment: 50/50 Office based (NE27) / Working from home (support to assist a comfortable work from home set up available)

  • Working Hours: 7.5 hours per day 8am-8pm. Initially Mon-Fri however weekend / Bank Holiday working will be required in the near future.

  • What’s in it for you? the full list would be too long, but to give you a brief idea; you would be eligible for our Share Save Plan, Competitive pension plan, Employee Discounts, Career Counsellor scheme and a range of Medical, Health and Wellbeing benefits.

The Role:

The primary responsibilities in this role will be to provide stellar a customer service to our telecoms client’s customer base via inbound telephone call along with acting as the point of contact for colleague queries and issues. The Subject Matter Expert will also provide process / product updates and facilitate overall process improvements impacting agent effectiveness and/or the overall customer experience.

Key Responsibilities

  • Provide first-level troubleshooting on customer home broadband, tv, phone setup and connectivity issues

  • Provide support for resolution of customer problems, issues, requests, and queries.

  • Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents

  • Assist team leads with managing day to day functions, mainly including handling of personnel related issues, managing SLAs and team performance      

  • Act as back up for team lead in times of volume and or absence

  • Validate, investigate, and resolve issues within established guidelines

  • Give recommendations to customers on new products, packages, upsells, and cross-sells that match the customer’s lifestyle needs and generate additional revenues as a result

  • Act as the primary knowledge resource for the product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor

  • Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction 

  • Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement 

  • Conduct call listening activities and provide quality feedback/coaching to enhance agent’s performance

  • Take accountability for effectively handling senior level escalations

  • Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content

  • Ensure changes to processes are communicated to training team to be included in future training sessions 

  • Promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management

  • Any additional tasks as required by the project

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Qualifications

  • Extensive experience in working in a customer care, contact centre environment

  • Demonstratable experience and knowledge of broadband/telephony products in a customer care, tech support or sales context

  • Outstanding communication and stakeholder management skills

  • Proven ability to deliver coaching / training sessions

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 569,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable law.

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

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. 

What people are saying about us

"Love love love!

Current Employee - Analyst in London, England.

Pros: Fantastic culture, amazing flexibility, good rewards, varied work/projects, lots of extra-curricular activities/group.

Cons: Salaries competitive but not market leading, work life balance can be questionable at times.

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