International Voice Process

NLB Services; Pune District, Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture is hiring for an International Voice Process role in Pune/Bangalore with night shifts. The agent will handle inbound calls, emails and chats, ensure 100% issue resolution, and adhere to client processes while maintaining high service quality.

The position requires handling security verifications per policy, providing navigational support, and maintaining process documentation. Versant threshold of 58+ is required, location Pune or Bangalore, and work is on site.

Responsibilities

• 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 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
• Minimize customer complaints and escalations by providing exceptional service and call control

Job description

Hiring For International Voice Process - Pune/Bangalore - Immediate Joiner (Night shifts)

Hiring For Client - Accenture

Detailed JD

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
• Minimize customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

• Mode of Work (WFH or WFO) - WFO
• Interview process Versant, CD and OPS Interview
• Versant Threshold : 58 and above only
• Location Pune / Bangalore