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Name of the
Organization: Accenture
Requisition
ID: AIOC-S01544990
Positions: Customer
Service New Associate
Location: Bangalore
Salary: As per
company Norms
Required
Qualifications:
- Candidates are required to have excellent communication skills - written and verbal with absence of mother tongue influence
- Strong Comprehension skills are key on this project.
- Ability to comprehend US customer needs through phone communication, translate the need into process query and provide the right resolution in a clear and concise manner
- Willingness to work mainly US shifts in a 24/7 environment with shift rotations
- Prior Voice Experience Mandatory. Preferably US Process (Telecom)
- Ability to multitask and work with multiple tools to provide the best resolution
- Functional knowledge of using CRM solution and MS Excel
- Domain knowledge of US Customer Service, preferably Telecom industry
- ob requires the candidate to be confident, probe for responses and empathize with customers.
- Needs to be customer centric with strong conversational skills
- Typing speed (Speed – 25 words per minute – 85% accuracy)
- Sales/Retention/Tech experience would be an added advantage International BPO Customer Service: Voice - Preferably US customer service / US Telecom)
- Proficient in spoken English, Comprehension skills
- Ability to Multitask
- Sales/Retention experience will be an added advantage
Job
Description:
You
will be aligned with our Customer Support vertical and help us in managing/
resolving customers query, handling escalations and complaints of the
dissatisfied customers & giving best resolutions. You will also be
responsible for closing the fault and complaints within SLA s. Looking for a
candidate who is good in communication and has good knowledge on metrics of
Customer Support Customer service refers to the assistance and support provided
by a business or organization to its customers before, during, and after a
purchase or use of a product or service. It involves addressing inquiries,
resolving issues, and ensuring customer satisfaction to build and maintain
positive relationships.
Roles and
Responsibilities:
- Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
- Should have good command over Grammar and be able to probe well & comprehend
- Should possess willingness to help the customers by taking ownership
- Ability to present solution to the customer and add value on calls
- Should be able to summarize the conversation while providing the resolution
- Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
- Maintain customer records by updating account information
- Ability to think out of the box
- Ability to work in a dynamic and innovative environment by contributing towards ideation for the project
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