Skill required: Omnichannel

• Customer Service

Designation: Customer Contact Comms Associate

Qualifications: Any Graduation **Years of Experience:**1 to 3 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace 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? 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.
The Customer Support Representative is responsible for providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. This role involves maintaining positive customer relationships and ensuring proper documentation, high quality and compliance, notification, escalation, tracking, and follow-up of all incidents focusing on customer contact rather than transaction processing.

Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels.

Responsibilities:

• Provide high quality customer service support for resolution of customer problems, issues, requests, and queries received via call, web chat, social media, or email.
• Ensure proper use of tools and navigation, accurate and timely documentation, notification, escalation, tracking, transfer, and follow-up of all incidents.
• Follow authentication, quality, process, and compliance guidelines to meet regulatory and client expectations
• 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.
• Receive and apply coaching and feedback received to improve performance and meet key performance indicators.
• Support, record, handle, and resolve a variety of customer service issues through telephone, chat, or email interactions.
• Validate, investigate, and resolve issues accurately and within established guidelines, coordinating with the escalation path and following the transfer guidelines as needed.
• Exhibit positive call conversation behaviors and etiquette, a sense of urgency and empathy, high quality and compliance, product and service knowledge

What are we looking for? Additional Project Specific Responsibilities (1-3 bullets; optional):

• Adaptable to:
• On-site work set up;
  • Reporting to any Accenture site (within the city: Metro Manila, Cebu);
  • Shifting work schedules
• Comfortable with handing the end to end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities
• Project-specific requirements

Additional Project Specific Responsibilities (1-3 bullets; optional):

• Adaptable to:
• On-site work set up;
  • Reporting to any Accenture site (within the city: Metro Manila, Cebu);
  • Shifting work schedules
• Comfortable with handing the end to end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities
• Project-specific requirements Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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