Customer Service Associate
Job Description
We are hiring a customer service representative to manage customer queries and complaints. As customer service representative you will support customers by providing helpful information, answering questions, and responding to complaints. You will have lots of inbound calls and will be the front line of support for clients and customers. Your role will consist also to help ensure that customers are satisfied with products, services, and features. To do well in this role you need to be able to remain calm when customers are frustrated.
What responsibilities will you have?
· Take customer calls and provide accurate, satisfactory answers to their queries and concerns using all the tools available
· Familiarize yourself with current information about services and products available for customers
· Perform informal and formal needs assessments for each customer to recommend appropriate goods and services
· De-escalate situations involving dissatisfied customers, offering patient assistance and support
· Adhere to the Service Level Agreement (SLAs) specified by the Client / Process in terms of quality, productivity, metrics and schedule
· Support the organization to achieve full compliance with corporate sustainability standards and focused on quality
· Greet customers warmly and ascertain problem or reason for calling
· Maintaining a positive, empathetic, and professional attitude toward customers at all times.
· Helps clients by responding to their queries within the shortest possible time.
· Enhances client customer experience by giving them the correct solutions to their queries.
· Pays attention to all customer complaints and puts a mechanism to understand the cause and find solutions for the customer.
· Promotes the company's products to prospective and old customers to enable the company to sell more products and services.
· Responding promptly to customer inquiries.
· Go the extra mile to engage customers
· Read from scripts and ensure full compliance
· Handle product recalls and try to give first time resolution
· Attempt to persuade customer to reconsider cancellation
· Inform customer of deals and promotions
· Pitch in to sell products and services
· Consider all product options and persuade customer to upgrade package
· Ensure customer satisfaction and provide professional customer support.
· Participate in training and professional development and put new skills to immediate and meaningful use
· Foster a positive and pleasant working relationship with members of the customer service team
· Address any problems/grievances with the Supervisor/ Coordinator/Manager/Operations Manager that may have an impact on productivity and operations
. Take steps to improve performance based on coaching
What skills & experience are we looking for?
· Strong verbal communication skills in the English language
· Good Listening skills
· Ability to stay calm when customers are stressed or upset.
· Willingness to interact daily with customers from a wide range of cultures and backgrounds
· Must be comfortable working independently and making minor decisions without direct supervision
· Good sense of organization and keen attention to detail
· Knowledge of customer service best practices and desire to participate in trainings and professional development
· Ability to perform well in a fast-paced working environment
· Flexibility in terms of working hours
Benefits
· Sales incentive bonus based on number of sales - no limit
· Career Growth & Development in customer service roles
· Inbound and outbound transport
· Part-time options (after 2 years tenure on project)
· Recognition incentives
What academic qualifications do you need?
• SC/HSC/Diploma
Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law.
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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.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women
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