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Customer Contact Comms Associate-Voice

Customer Contact Comms Associate-Voice

Accenture

0 - 3 years

3 - 6 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

internet explorer erp systems retirement planning servicenow excellent verbal and written communication skills customer communication handling escalations customer complaints operational activities wealth management microsoft office suite sales

Work Mode

Work from Office

Job Type

Full Time

Job Description

Skill required: Omnichannel - Customer Communications
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:2 to 3 years
What would you do

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereCustomer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face. "

Provide high quality Tier 1 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"
What are we looking for

"Graduates with sound technical knowledge in operational activities and are responsible for the performance of duties as indicated in the procedure’s manual.

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

Typing speed – 50 words per minute""

2 years of analyst experience in international BPO

Fresher’s acceptable

Non-BPO work experience would be irrelevant"

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"
Roles and Responsibilities: "

Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool

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""

Provide recruitment and onboarding support to new employees

Updating personal records (Address, Name, emergency contact details) of the employees

Helping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time.

Helping employees obtain their verification of employment

Helping hiring managers in the recruitment process

Manage employee grievance queries

Administer or change benefits, health plans, retirement plans, etc."
QualificationAny Graduation

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Customer Contact Comms Associate-Voice