Customer Contact Comms Associate

Accenture PLC; Mumbai City; On-site; INR 360,000 - 480,000; Full time

Job summary

Accenture PLC in Mumbai is seeking a Customer Contact Comms Associate to deliver high-quality Tier 1 voice support for employees, handling calls, emails and chats with a focus on issue resolution and customer satisfaction.

The role requires 1–3 years of HR or contact center experience, any graduation, strong communication skills, and proficiency with MS Office and ticketing tools such as Zendesk, ServiceNow and Salesforce. Flexibility with shifts is expected.

Qualifications

• 1 to 3 years of HR/contact center experience
• Graduate in any discipline
• Strong communication and ability to learn quickly
• Experience with ticketing tools (Zendesk, ServiceNow, Salesforce)
• Flexible with respect to shift timings

Responsibilities

• Receive inbound calls, emails and chats and log cases in the ticketing tool
• Guide employees through self-service portals
• Ensure security verifications per company policies
• Place outbound calls as required
• Maintain high data and call quality, meet targets
• Keep knowledge bases updated with current processes
• Maintain regular attendance and adhere to policies
• Work well under pressure and as part of a team

Skills

Customer service

Written communication

Typing

MS Office

Ticketing systems

Zendesk

ServiceNow

Salesforce

Workday

HR lifecycle

Education

Graduation

Tools

Zendesk

ServiceNow

Salesforce

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

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.