Customer Contact Comms Associate-Messaging

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. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.

About the Role

You will be aligned with our Customer Support vertical and help manage/resolve customer queries, handle escalations and complaints of dissatisfied customers, and provide resolutions. You will also be responsible for closing faults and complaints within SLA's.

Key Responsibilities

• Managing/resolving customer queries.
• Handling escalations and complaints of dissatisfied customers.
• Providing best resolutions.
• Closing faults and complaints within SLAs.
• Recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on defined scope of support.
• Managing unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat.
• Solving routine problems, largely through precedent and referral to general guidelines.
• 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.
• Decisions made would impact your own work.
• You will be an individual contributor as part of a team, with a predetermined, focused scope of work.

Requirements & Tech Stack

• Chat - Service Desk Non-Voice Support
• Excellent written and spoken English.
• Strong comprehension and analytical skills.
• Ability to multitask and work with multiple tools.
• Functional knowledge of using CRM solution and MS Excel.
• Domain knowledge of US Customer Service, preferably Telecom industry.
• Confidence, ability to probe for responses, and empathy with customers.
• Customer-centric with strong conversational skills.
• Typing speed: 25 words per minute with 85% accuracy.
• Willingness to work mainly US shifts in a 24/7 environment with shift rotations.
• Ability to meet deadlines.
• Ability to perform under pressure.
• Ability to work well in a team.
• Adaptable and flexible.
• Commitment to quality.

Qualifications

• Any Graduation

Note: Sales/Retention/Tech experience would be an added advantage.

Note: This role may require you to work in rotational shifts.