Customer Service Representative -Messaging

Accenture; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Accenture is seeking a Business Advisory Analyst to join its Next Generation Customer Operations team in Bengaluru, India. This role involves managing customer queries and complaints, requiring strong communication and problem-solving skills. Experience in customer support is preferred, and the position mandates night shift availability.

The ideal candidate will be focused on enhancing customer service and ensuring efficient operations within the HR Contact Center. Join us to contribute to a dynamic team dedicated to delivering optimal support!

Qualifications

• 3 to 5 years of experience in Intelligent Operations centers.
• Experience in customer or employee support is a plus.

Responsibilities

• Manage and resolve customer queries and escalations.
• Handle interactions primarily through calls, with some via emails and chats.
• Perform analysis and solve lower-complexity problems.

Skills

Problem-solving skills

Written and verbal communication

Ability to work well in a team

Adaptable and flexible

Education

Any Graduation

Job description

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support

Designation: Business Advisory Analyst

Qualification: Any Graduation

Years of Experience: 3 to 5 years 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.

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. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! 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 non-voice interactions like email, web and chat.

What are we looking for

• Learning Assessments
• Learning Operations
• Learning Delivery Operations
• Problem-solving skills
• Written and verbal communication
• Risk management
• Ability to work well in a team
• Adaptable and flexible

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

Qualification

Any Graduation