Job Description

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 469,000 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.
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
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.
 
Job Description
The Customer Service Representative- Billing/Payments Support will have the following key responsibilities:
  • Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries
  • Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner
  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
  • Primary responsibilities are focused on customer contact, not transaction processing
  • Receives and logs internal and/or external customer problem request issue and ensures proper documentation
  • Performs customer request problem identification and follows defined procedures to resolve correctly.
  • Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Develops and maintains knowledge of customer and customer specific business environment
  • Develops and maintains an understanding of customer Service Level Agreements and department’s product s key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on the role training and classroom training
  • Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings
  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May promote client products and services by suggesting additional or alternative products to meet customer s needs
  • May act as the primary knowledge resource for a product service and use this knowledge to raise process and or procedure improvement opportunities to supervisor team lead

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Qualifications

Basic Qualifications:
  • 1 year of experience in a contact center setting
  • 1 year of experience in customer service support
 
Preferred Qualifications:
  • Bachelor’s Degree
  • Experience providing technical customer service support
  • Experience in the financial services industry
 
Professional Skills Requirements:
  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication written and oral and interpersonal skills
  • Excellent leadership and management skills
 
All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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