Customer Contact Comms Associate

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.

Key Responsibilities

• Provide high quality Tier 1 Customer Support service to employees with complete focus on issue resolution and customer satisfaction.
• Adhere to client defined and internally defined processes and procedures while handling inbound calls, emails, and chats.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Strive to achieve service level agreement targets and business outcome indicators defined by the client.
• Recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
• Receive inbound calls, emails, and chats and ensure that cases and interactions are logged correctly in the ticketing tool.
• Walk employees through and provide navigational support on self-service portals.
• Ensure security verifications are carried out as per company policies and procedures.
• Place outbound calls to employees when required in line with client and company guidelines.
• Work productively while maintaining exceptional call and data quality standards in line with targets.
• Contribute to the team through open and regular communication with peers and supervisors.
• Adhere to all company and departmental personnel and operational policies and procedures.
• Keep process repositories including DTPs, Knowledge Base, and SharePoint updated with current process information.
• Maintain regular and punctual attendance in line with company policies and procedures.
• Minimize customer complaints and escalations by providing exceptional service and call control.

Requirements & Tech Stack

• Customer Operations - Voice - Service Desk Voice Support
• Ability to effectively use customer service technologies and ticket tracking systems such as Zendesk, ServiceNow, and Salesforce.
• Experience with Human Capital Management tools preferably Workday.
• Understanding of employee lifecycle processes including onboarding, employment changes, leave, payroll inquiries, benefits, and separation processes.
• Proficiency in Microsoft Office Suite and Internet Explorer.
• Good technical aptitude with the ability to learn quickly.
• Excellent verbal and written communication skills.
• Typing speed of 50 words per minute.
• Ability to work on a flexible basis as determined by business needs.
• Ability to work under pressure.
• Team player.
• Positive attitude.
• Quick learner.
• Punctual and disciplined.
• Good communication skills.
• Customer focused approach.
• Results driven mindset.
• High standards of integrity.
• Strong attention to detail.

Qualifications

• Graduate in any discipline.
• Prior international BPO work experience preferred.
• Prior experience working with APAC clients preferred.
• Must be flexible with respect to shift timings.