Job Description

Job Title: Payments Agent

 

Providing quality customer service is at the core of our team’s goals. As a Payments Agent, you will assist achieving team goals by answering questions for users with payment related queries.  Primary responsibilities are to explain the billing system, provide clarification about charges, and educate users on how to effectively utilize the platform. You will be responsible  for achieving your own daily processing targets. You will also be responsible for engaging with team to promote high performance culture and great place to work.

 

Primary Responsibilities

 

·       Provide quality customer service by achieving consistent customer satisfaction (CSAT) ratings while always focusing on resolving cases efficiently and utilizing time productively

·       Assisting users with payment, billing system and other queries

·       Identify, recommend and implement process improvements

·       Proactively ask question and maintain an awareness of the client’s business, operational activities, and processes within their team area

·       Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required

·       Requires professional interaction and communication, both within the Accenture organization and with client contacts.

 

Required Skills & Experience

 

·       Minimum of 1 year Customer Service Experience in an office / tech industry environment

·       Fluent in Italian and English, both written and verbal

·       Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values

·       Strong attention to details

·       Excellent Problem Solving and Organisation Skills

·       Self-motivated to work independently, with minimal supervision

·       Excellent time management skills and able to proactively and independently manage workload and targets

·       Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately

·       Familiar with MS Office (or similar Office applications, Slack, Trello etc) and able to manage multiple tools / web browsers at one time

·       Team player capable of proactively learning on the job

·       If you are a recent Graduate with some experience in Customer Service or Delivery environment we  also want to hear from you




Qualifications

Competencies

 

Skills & Experiences

Proficiency Level

(Refer Defn. below)

Comments

Understanding of delivery and target driven environment

Trained

 

Analytical investigative aptitude

Trained

 

Interpersonal skills

Trained

 

Problem solving

Trained

 

Time management

Experienced

 

Customer Service

Experienced

 

Attention to Detail

Experienced

 

 

Proficiency Level

Definition

Trained(T)

 - Attended a training course on this skill and/or has had brief exposure to this skill.

 - Uses basic terminology in regard to the skill.

 - Recognizes and/or articulates basic concepts, facts, methods, techniques in day-to-day work experiences.

Experienced (E)

 - Moderate exposure to this skill and related work experiences.

 - Can assist other team members with questions and problems related to this skill

 - Applies skill (at basic level to work situations, with some guidance.

Skilled(S)

 - Extensive exposure to this skill and related work experiences.

 - Applies skill (at advanced level) to work situations with medium complexity, with little or no guidance.

 - May train and/or direct the work of others in application of skill.

Expert(X)

 - Regarded as a center wide resource on this skill.

 - Applies detailed knowledge and skills to complex (or new) work situations in multiple settings settings.

 - Trains and/or directs work of other in complex facts, methods, and techniques related to the skill.

 

Working Environment

 

·       Service Delivery and Target Driven environment

·       Willing to work across different shift hours – including weekend hours

·       Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods

·       Work with integrity, confidentiality and professionalism

 

 

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. 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 applicable by law.

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

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