Skill required: Customer Relationship Management (CRM) - Business Insights
Designation: Customer Service Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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
What would you do? •Customer Support & Inquiry Resolution: o Provide Tier 1 support for employee payroll-related inquiries via ServiceNow (in written). o Resolve basic Frequently Asked Questions concerning payslips, deductions, tax codes, benefits, pay & tax documents, etc o Address payroll discrepancies, ensuring accurate and timely resolution while upholding high customer satisfaction standards.
What are we looking for? 1. Exceptional written and verbal communication skills with the ability to explain complex issues clearly in French language. 2. Problem-Solving & Analytical Skills 3. Previous experience in customer service or a related field 4. Proficiency in French at a B2/C1 level or higher, with the ability to read, understand, and write clear and professional communication Stakeholder Management • Customer Relationship Management • Collaboration • Continuous Improvement mindset • Effective Written and Verbal Communication skills • Flexibility • Issue Management
Roles and Responsibilities: • CRM System Management: o Utilize CRM support portal (ServiceNow) to log, track, and manage employee’s issues, ensuring proper documentation of all interactions. o Monitor and maintain the CRM system to ensure it reflects accurate and up-to-date information. • Documentation & Reporting: o Accurately document all customer interactions within the CRM system. o Generate reports on key customer service metrics, including issue resolution, and overall satisfaction. • Quality Assurance & Compliance: o Ensure adherence to company policies, payroll regulations, and best practices in every employee’s interaction. Training will be provided. o Participate in process improvement initiatives and enhance service delivery. • Collaboration & Escalation: o Collaborate with the onshore Tier 2 French payroll support teams and other relevant departments to address complex issues. These communications will be mainly verbal and in French language. o Readdress complex issues to Tier 2 French payroll support teams and escalate high-priority issues (i.e: no pay or pay discrepancies) to the Tier 3 French Support team to ensure timely and effective resolution.