Customer Contact Communications, Associate

Accenture; Singapore; On-site; SGD 28,000 - 40,000; Full time

Job summary

A global professional services company in Singapore is seeking a Customer Service representative to develop knowledge in product support. The role focuses on troubleshooting, enhancing customer experience, and mentoring team members. Candidates should hold a diploma, have a minimum of 1 year experience in a call center, and possess excellent communication skills. This position involves working shifts and weekends as required by client demands.

Qualifications

• Minimum of 1 year of experience in Customer Service/Call Centre.
• Aptitude to support sophisticated products.
• Ability to think critically and problem seek.

Responsibilities

• Develop deep knowledge within a complex product group.
• Investigate and prioritize advertising issues.
• Own tasks end-to-end until they are assigned to specialists.
• Discern product confusion from bugs and determine solutions.
• Mentor team members and own product support areas.

Skills

Excellent oral and written communication skills

Ability to rapidly assess and resolve issues

Ability to work in teams

Proficient in English

Proficiency with using computers

Education

Diploma holder

Job description

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 750,000 people serving clients in more than 120 countries. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

Key Responsibilities:

• Develop deep knowledge within a complex product group.
• Investigate and prioritize advertising issues, raising to a specialist when appropriate for further troubleshooting or de-bugging.
• Own tasks end-to-end until they are assigned to specialist.
• Discern product confusion from bugs, determine solutions, and advise the sales team advertisers to accomplish the advertisers desired outcome.
• Strong interpersonal skills to communicate issue resolution, technical resolution, workarounds, or product confusion to the sales team
• Partner with product support group specialists to determine solutions to advertising bugs and product confusion
• Facilitate a high-end customer experience related to support for advertising bugs
• Mentor team members and own product support areas
• Identify areas of improvement in the existing process

Qualifications:

• Diploma holder
• Minimum of 1 year of experience Customer Service/Call Centre
• Excellent oral and written communication skills required.
• Ability to rapidly assess, analyze and resolve or troubleshoot issues and distil into clear and concise communications.
• Aptitude to support sophisticated products.
• Ability to overcome a product learning curve.
• Ability to think critically and problem seek.
• Ability to work in teams.
• Proficient in English
• Proficient with using computers
• Able to work on Shifting schedule – AM shift 7AM to 4PM and PM shift 11AM to 8PM
• With weekend work rotating monthly according to client demands