Customer Contact Comms New Associate, Voice
Accenture Solutions Pvt Ltd
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
The purpose of this role is to oversee the dispatch of engineer visits, schedules, and communicate with customers to ensure timely visits. The Real-Time Workflow Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows and supporting field operations. In this role, you will be responsible for effectively communicating with our customers and swiftly resolving issues, embodying a "one and done" culture.
Key Responsibilities
- Coordinate and communicate effectively with internal teams and external customers through telephony and Live chat to ensure timely resolution of issues and seamless information flow.
- Manage challenging visit journeys and contact customers to confirm visit date suitability.
- Help manage day-to-day engineer activities, mainly including handling requests from the Onshore RTWFS Tier 2 & Field requests.
- Oversee customer journeys requiring additional support and attention.
- Respond to internal customer inquiries and manage expectations effectively.
- Communicate with customers to ensure timely visits.
- Manage any customer visits at risk of not happening.
Requirements & Tech Stack
- Voice - Customer Service
- Proficiency in customer management and field services systems.
- Experience utilizing a world-class scheduling system.
Qualifications
- Any Graduation
- A passion for learning.
- Excellent English verbal and written communication abilities.
- Exceptional interpersonal skills.
- Good understanding of UK geography to support region-specific tasks and communication.