Inbound Sales Representative Associate-Messaging
Accenture services Pvt Ltd
Gurugram, Haryana, India1–3 yrs1d agovia LinkedIn
About the Role
Accenture is a global professional services company with leading capabilities in digital, cloud, and security. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes.
Key Responsibilities
- Manage/resolve customers' queries.
- Handle escalations and complaints from dissatisfied customers.
- Provide best resolutions.
- Close faults and complaints within SLAs.
- Handle queries from employees, customers, and vendors.
- Ensure seamless, personalized interactions.
- Manage a blended support process with 60-70% interactions via calls and the remaining volume divided between emails and chats.
- Record, diagnose, troubleshoot, resolve, or assign incidents and service requests based on the defined scope of support.
- Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat.
- 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 part of a team, with a predetermined, focused scope of work.
Requirements & Tech Stack
- Next Generation Customer Operations - Service Desk Non-Voice Support
- Messaging
- US region focus, requiring night shift availability as per IST.
Qualifications
- Any Graduation
- Strong communication and service skills.
- Strong problem-solving and critical/logical thinking abilities are essential.
- Previous experience in customer or employee support is a plus.
- This role may require you to work in rotational shifts.