Customer Contact Comms New Associate, Voice

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.

About the Role

The Support Desk (SD) New Associate handles Tier 1 requests, resolves routine and complex queries, and escalates issues when required. The role supports internal and external NGCO customers across a specific SD product area, using prescribed tools and processes. It requires foundational knowledge of HRO services, Payroll, customer support, and strong English communication skills.

Key Responsibilities

• Handle, research, and resolve phone, chat, and email inquiries for NGCO SD customers regarding complex and non-complex functional problems.
• Document and update customer contacts in the Customer Service System.
• Complete any follow-up work related to customer issue resolution.
• Answer general questions, provide education, and offer service to customers in a professional and courteous manner.
• Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center.
• Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences.
• Meet productivity and quality performance expectations as established by NGCO SD management and interfaces.
• Conduct self-evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors.
• Support additional duties as necessary in high volume periods in the SD.
• Take calls, respond to emails, and chats from the end user.
• Analyze customers and partners, optimize resources across channels to optimize return on investment (ROI), end-to-end (E2E) capability and operating model assessment and prioritization, technology enabled process and solution architecture to enable Routes to Market at speed, and options for rapid deployment through outsourced services.

Requirements & Tech Stack

• Omnichannel - Channels Strategy (Primary Skill - P5)
• Strong computer proficiency and ability to efficiently use customer service tools, MS Office, ACD systems, and browser-based applications.
• Good technical aptitude with the ability to learn quickly.
• Strong verbal and written communication and interpersonal skills.
• Flexibility to work fixed rotating night shifts aligned with US business requirements.
• All days Work From Office (WFO) requirement.

Qualifications

• 12th/PUC/HSC