International Chat Process Executive

Accenture PLC; Mumbai; On-site; INR 420,000 - 650,000; Full time

Job summary

Accenture PLC in Mumbai is seeking an International Chat Process Executive to provide high-quality chat-based support to US-based clients. The role focuses on resolving queries, addressing account issues, and identifying upsell opportunities while maintaining service standards.

You will work in a full-time capacity, handle multiple inquiries, and adhere to shift rotations including potential night shifts. Strong written English and typing speed are essential for success.

Qualifications

• Minimum 1 year of customer service or support experience.
• Any graduate or HSC qualification.
• Proficient in written English with strong grammar and spelling skills.
• Ability to work on rotational shifts including potential night shifts.
• Good typing speed and comfort with chat-based communication platforms.
• Strong problem-solving abilities and attention to detail.
• Ability to handle multiple customer queries and maintain productivity targets.

Responsibilities

• Provide timely and professional chat support responses to US-based customers, addressing inquiries and concerns efficiently.
• Resolve customer account-related issues by investigating concerns and offering appropriate solutions per company procedures.
• Maintain clear, professional, and grammatically correct written communication with customers throughout interactions.
• Identify and capitalize on upselling opportunities by recommending products/services based on customer needs.
• Meet assigned productivity targets, quality metrics, and customer satisfaction scores consistently.
• Ensure positive customer experience by delivering effective issue resolution and maintaining professional demeanor.
• Document customer interactions accurately and maintain proper records for quality assurance.

Skills

Customer service

Written English

Typing speed

Problem solving

Multitasking

Shift flexibility

Education

Graduate or HSC

Tools

CRM systems

Job description

About the Company

Accenture is a leading global professional services company delivering digital, cloud and security services across multiple industries. With a strong presence in India, Accenture is known for providing world-class customer support solutions and maintaining high standards of service delivery for international clients.

Role Overview

The International Chat Process Executive will be responsible for providing exceptional customer support to US-based clients through online chat platforms. This full-time role involves resolving customer queries, addressing account-related issues, and identifying opportunities to recommend products or services while maintaining high service quality standards.

Key Responsibilities

• Provide timely and professional chat support responses to US-based customers, addressing their inquiries and concerns efficiently
• Resolve customer account-related issues by investigating concerns and offering appropriate solutions in accordance with company procedures
• Maintain clear, professional, and grammatically correct written communication with customers throughout all interactions
• Identify and capitalize on upselling opportunities by recommending relevant products or services based on customer needs
• Meet assigned productivity targets, quality metrics, and customer satisfaction scores consistently
• Ensure positive customer experience by delivering effective issue resolution and maintaining professional demeanor
• Document customer interactions accurately and maintain proper records for quality assurance purposes
• Adhere to company guidelines, policies, and best practices for customer service delivery

Must-Have Skills

• Minimum 1 year of customer service or support experience
• Any graduate or HSC qualification
• Proficient in written English with strong grammar and spelling skills
• Ability to work on rotational shifts including potential night shifts
• Good typing speed and comfort with chat-based communication platforms
• Strong problem-solving abilities and attention to detail
• Ability to handle multiple customer queries and maintain productivity targets

Good to Have

• Previous experience in international chat support or US-based customer service
• Experience with upselling and cross-selling techniques
• Familiarity with customer relationship management (CRM) systems
• Experience working in a BPO or KPO environment
• Certification in customer service or related field

What You Will Gain

• Exposure to international customer service standards and US business practices
• Development of strong written communication and professional correspondence skills
• Experience in handling complex customer queries and account-related issues
• Opportunities to develop upselling and customer engagement techniques in a professional environment
• Career growth potential within Accenture's global customer support organization

Resume Keywords

Chat Support, Customer Service, US Process, Query Resolution, Account Management, Customer Satisfaction, Upselling, Written Communication, Customer Support Executive, BPO, International Chat, Problem Solving, CRM, Service Quality, Customer Engagement