Job Title
Customer Service New Associate (Voice) - 2023 Graduates | 0-1 Year Experience
Job Description
Accenture is a global professional services company renowned for its expertise in digital, cloud, and security. We provide Strategy and Consulting, Technology and Operations services, and Accenture Song, all powered by advanced technology and intelligent operations. Our 699,000 employees serve clients in over 120 countries, leveraging 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?
As a Customer Service Associate, your role will involve assisting customers with queries related to billing, packages, and technical support. You will need to personalize conversations, manage productivity, and create sales opportunities. Strong communication skills, attention to detail, ownership, and the ability to embrace feedback are essential. You should be able to multitask using different applications and adhere to key compliance measures.
Customer service involves assisting and supporting customers before, during, and after a purchase or use of a product or service, addressing inquiries, resolving issues, and ensuring customer satisfaction.
What Are We Looking For?
- Strong customer service skills
- Strong verbal English language proficiency
- Ability to multitask using different applications and tools
- Analytical and problem-solving skills
- Teamwork skills, including liaising with other support teams
- Attention to detail, ensuring proper documentation and follow-up of incidents
- Ownership of the customer journey with quick and accurate resolution
- Flexibility to work as per business needs
- Ability to work under pressure
- Positive attitude, quick learner, punctual, and disciplined
- Good communication skills, customer-focused, results-driven
- High standards of integrity
Educational Profile
- Any graduate from government-recognized universities
- 10+2 undergraduates with a minimum of 6 months of prior experience are preferred
Job Location
- Bengaluru
Key Performance Indicators
- Customer satisfaction metrics like CSAT and NPS
- Productivity metrics like AHT and Break Adherence
- Quality and compliance metrics as defined by the process
- Knowledge check scores
- Attendance
- Revenue metrics like Sales & Credit per chat
- First-time resolution of customer queries
Roles and Responsibilities
- Solving routine problems using precedent and general guidelines
- Primary interaction with your own team and direct supervisor
- Receiving detailed instructions on all tasks
- Making decisions that impact your own work and are closely supervised
- Being an individual contributor with a narrow scope of work
- Working in rotational shifts may be required
