Customer Service Representative
- Accenture
- 0 - 4 years
- Bengaluru
- 8 days ago
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Job Description
Role n:Detailed JD
Overall, Purpose of Job
- Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
- Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Strive and achieve SLA target and business outcome indicators defined by the client
Job Responsibilities / Authorities - Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
- Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
- Walk customers/ Provide navigational support on self-service portal
- Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
- Place outbound calls to customers when required in line with Client / Company guidelines
- Work productively whilst maintaining exceptional call/data quality standards in line with targets
- Contribute to the team through open and regular communication with peers / supervisors
- Adhere to all company or departmental policies and procedures (personnel and operational)
- Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
- Maintain regular and punctual attendance in line with company policies and procedures
- Minimize customer complaints and escalations by providing exceptional service and call control
Knowledge & Skill Requirement
Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer - Good technical aptitude with an ability to learn quickly
- Excellent verbal and written communication skills Experience Profile
- Prior international BPO work experience preferred
- Freshers acceptable
Personal Attributes
Able to work on a flexible basis as determined by the business needs - Ability to work under pressure
- Team worker
- Positive Attitude
- Quick Learner
- Punctual and Disciplined
- Good Communication skills
- Customer Focused
- Results driven
- High standards of Integrity
- Attention to detail
Mode of Work(WFH or WFO) - WFO
Interview process Versant, CD and OPS Interview
Versant Threshold : 58 and above only
Location PDC2
Shift Timing Shift will be in any of US time zones. Candidates should be open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun) & responsibilities
Preferred candidate profile
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: ContractContact Details:
Company: AccentureLocation(s): Bengaluru
Keyskills: Semi Voice Blended Process Inbound Voice Process Non Voice Process Voice Process Us Voice Process International Chat Process Email Process International Voice Process International Calling Chat Process
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