Job Description

PURPOSE OF JOB:

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. 
 
MAIN ACTIVITIES / TASKS:

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 
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention 
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 
Shares information required for the team to be successful 
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 perform follow up on incidents with customer to ensure customer satisfaction 
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 
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction 
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement 
May complete and resolve non-call customer contact requests received by mail, web or email 
May complete outbound customer contacts to resolve customer issues. 


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Qualifications

COMPETENCES AND EXPERIENCE:

Relevant experience in a Customer Services contact centre
Customer Interaction Handling
Problem Solving
Operational Excellence 

EDUCATION:

Matric

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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