Customer Support Representative

JoulestoWatts; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture in Mumbai (Airoli) seeks a Tier 2 Customer Support specialist to provide high-quality inbound support with focus on resolution and customer satisfaction.

Role involves logging interactions in Service Now, following processes, handling escalations, and ensuring GDPR compliance as applicable. Freshers welcome; international BPO experience preferred; shifts may include US time zones.

Qualifications

• Experience with customer service tools and processes.
• Strong communication skills in English.
• Ability to learn new systems quickly.

Responsibilities

• Handle inbound calls/emails/chats with focus on resolution.
• Follow defined processes and escalation guidelines.
• Maintain accurate logs in ticketing systems.
• Support recruitment processes for candidates as needed.

Skills

Customer service excellence

Verbal and written communication

Multitasking

Tools

ServiceNow

ERP systems

Microsoft Office

Internet Explorer

Job description

Detailed JD

Company : Accenture

Location : Mumbai - Airoli

Working Hours: Shift will be in any of United States of America time zones

Working days : Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Overall, Purpose of Job

• Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Strive and achieve SLA target and business outcome indicators defined by the client

Job Responsibilities / Authorities

• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
• Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
• Walk customers/ Provide navigational support on self service portal
• Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
• Place outbound calls to customers when required in line with Client / Company guidelines
• Work productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
• Maintain regular and punctual attendance in line with company policies and procedures
• Minimise customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills

Experience Profile

• Prior international BPO work experience preferred
• Freshers acceptable

Personal Attributes

• Able to work on a flexible basis as determined by the business needs
• Ability to work under pressure
• Team worker
• Positive Attitude
• Quick Learner
• Punctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail