Inbound Sales Representative Associate-Voice

About the Role

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.

This role is dedicated to enhancing employee and customer service through structured and optimized processes within the Next Generation Customer Operations framework. You will be an individual contributor as a part of a team, with a predetermined, focused scope of work.

Key Responsibilities

• Aligning with our Customer Support vertical.
• Managing/resolving customers' queries.
• Handling escalations and complaints of dissatisfied customers, and providing best resolutions.
• Closing faults and complaints within SLAs.
• Handling queries from employees, customers, and vendors of client organizations, ensuring seamless, personalized interactions.
• Managing a blended support process with 60-70% interactions via calls, and the remaining volume divided between emails and chats.
• Solving routine problems, largely through precedent and referral to general guidelines.
• Expected interactions are within your own team and direct supervisor.
• Receiving detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
• Making decisions that would impact your own work.
• This role may require working in rotational shifts.

Requirements & Tech Stack

• Voice interaction handling.
• Services primarily catering to the US region.
• Night shift availability as per IST.
• Platform and software contact centers use to provide customer support.

Qualifications

• Any Graduation.
• Skill required: Next Generation Customer Operations - Customer Service Technology.
• Agility for quick learning.
• Strong analytical skills.
• Ability to manage multiple stakeholders.
• Detail orientation.
• Ability to perform under pressure.
• Strong communication and service skills.
• Strong problem-solving and critical/logical thinking abilities.
• Previous experience in customer or employee support is a plus.