Customer Contact Comms Associate

Accenture PLC; Mumbai; On-site; INR 350,000 - 450,000; Full time

Job summary

Accenture PLC is hiring for a Customer Contact Comms Associate in Mumbai. You will deliver Tier 1 voice support to employees, resolve issues, and follow defined processes while ensuring high customer satisfaction.

The role requires 1–3 years of experience and graduation in any discipline, with flexibility to work shifts and proficiency in MS Office and ticketing systems. Join a global leader offering development and exposure to APAC clients.

Qualifications

• Graduation in any discipline.
• Prior experience in customer support is advantageous.
• Focus on quality service and issue resolution.

Responsibilities

• Receive inbound interactions via calls, emails, and chats and log them in the ticketing tool.
• Provide clear guidance and navigational help across self-service portals.
• Escalate unresolved issues per client and internal procedures.
• Aim to meet service levels and client outcomes.
• Diagnose, troubleshoot, and resolve or assign incidents as required.
• Maintain high data and call quality while supporting employees.

Skills

Customer Operations - Voice - Service

Education

Any Graduation

Tools

Zendesk

ServiceNow

Salesforce

Workday

Microsoft Office Suite

Job description

Skill required:

Customer Operations - Voice - Service Desk Voice Support

Designation:

Customer Contact Comms Associate

Qualifications:

Any Graduation

Years of Experience:

1 to 3 years

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.Visit us at www.accenture.com

What would you do?

• 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.

What are we looking for?

• Relevant plus years of Human Resources experience in a similar role
• Prior international BPO work experience preferred
• Prior experience working with APAC clients preferred
• Educational Qualification
• Graduate in any discipline
• Shift Timings
• Must be flexible with respect to shift timings.
• 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

Roles and Responsibilities:

• 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
• 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

Any Graduation

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