Job
Description
Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for? College graduate, preferred but not required Excellent English Communication Skills demonstrated by having a local Berlitz rating of B1T, or B2 and higher (For offshore resources) Experience in customer care, sales, tech support and/or similar accounts, required Experience in broadband and/or TV troubleshooting, recommended but not required Roles and Responsibilities: Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. To perform assigned skill sets and its corresponding activities and tasks efficiently. To support & record a variety of customer service issues through telephone from customers. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client. To provide first-level troubleshooting on customer home broadband, tv, and phone setup and connectivity issues To provide recommendations to customers on new product, packages, upsells, and cross-sells that match the customer's lifestyle needs and generate additional revenues as a result To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues. To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management. To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities. Qualifications Any Graduation
