Customer Service

Accenture in India; Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

Accenture in Mumbai is seeking a Customer Service Associate to join our Service Desk Voice Support team. You will manage customer queries through calls, emails, and chat, aiming to resolve issues within SLA targets and deliver high-quality client services.

The role requires 1–3 years of experience in customer service, and a graduation in any field. You will collaborate with teammates to ensure smooth resolution and learn to handle multiple tasks in a fast-paced environment.

Qualifications

• Any Graduation with 1–3 years of experience in customer service.
• Excellent communication and client-handling skills.

Responsibilities

• Handle inbound/outbound calls, emails and chat to resolve customer queries.
• Resolve issues and close faults within defined SLAs.
• Serve as first point of contact for customers and drive faster resolutions.
• Collaborate with peers and supervisors to ensure consistent service quality.
• Flexibility to work in rotational shifts as required.
• Maintain accurate interactions and documentation for all cases.

Skills

Query Management - Service Desk Voice

Education

Any Graduation

Job description

Skill required: Query Management - Service Desk Voice Support

Designation: Customer Service associate

Job Location: Mumbai

Qualifications: Any Graduation

Years of Experience: 1-3

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 699,000 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?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA's. The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues. This role is aligned to our Service Desk team which is responsible for providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact ("SPOC") to meet the communication needs of both users and clients, and to satisfy both customers and clients. In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements.

What are we looking for?

• Ability to establish strong client relationship
• Ability to manage multiple stakeholders
• Ability to meet deadlines
• Ability to perform under pressure
• Collaboration and interpersonal skills

Roles and Responsibilities

• In this role you are required to do analysis and solving of lower-complexity problems
• Your day to day interaction is with peers within Accenture before updating supervisors
• In this role you may have limited exposure with clients and/or Accenture management
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
• The decisions you make impact your own work and may impact the work of others
• You will be an individual contributor as a part of a team, with a focused scope of work
• Please note that this role may require you to work in rotational shifts