International Voice Process Executive

Adecco India; Bengaluru; On-site; INR 585,000 - 715,000; Part time

Job summary

Adecco India is hiring for Accenture with payroll managed by Adecco. The role is a Tier 2 customer support position in a US time zone, based in India, with work from office and a 1-year contract (extendable).

Freshers are welcome and the workload includes inbound/outbound interactions across calls, emails, and chats. Candidates should have strong communication skills, be quick learners, and comfortable using ServiceNow, ERP systems, and Microsoft Office.

Qualifications

• Excellent verbal and written communication skills.
• Ability to quickly learn new tools and processes.
• Comfort with using multiple software systems for customer interactions.

Responsibilities

• Receive inbound calls/emails/chats and log cases in the required tools.
• Provide recruitment support to candidates per defined processes.
• Guide customers on self-service portals and navigation.
• Ensure security verifications per company policies and GDPR guidelines.
• Place outbound calls as required and maintain high data quality and SLA adherence.
• Contribute to team through clear communication with peers and supervisors.
• Follow company policies and procedures and keep process repositories updated.
• Maintain regular attendance per policy.

Skills

Excellent verbal and written English

Quick learner

Good technical aptitude

Tools

ServiceNow

ERP systems

Microsoft Office

Internet Explorer

Job description

We are hiring for Accenture with the payroll of Adecco.

Client : Accenture

contract : 1yr (Extendable based on performance)

Shift : US shift (night shift)

mode : Work from Office

5 days working

Salary: upto 6.5 LPA

JD:

Detailed JD

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