Job Description

Skill required:

Omnichannel - Customer Service

Designation:

Customer Contact Comms Analyst

Qualifications:

Any Graduation

Years of Experience:

3 to 5 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song-- all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

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. The Voice Customer Service Subject Matter Expert (SME) is responsible for assisting agents in providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. The role entails ensuring that agents' customer satisfaction scores, resolution rates, process and product knowledge meets or exceeds client requirements and service level agreements (SLAs) by maintaining positive customer relationships and ensuring proper documentation, high quality and compliance, notification, escalation & tracking Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels. Responsibilities/Authorities o Assists agents with customer request/problem identification, resolution, and escalations. o Provides and follows defined procedures to accurately resolve issues/concerns. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution. o Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships. o Take accountability for effectively handling senior level escalations or customer complaints received via various sources o Provide high quality customer service support for resolution of customer problems, issues, requests, and queries received via call, web chat, social media, or email with a professional, knowledgeable, and empathetic approach: o Ensure proper use of tools and navigation, accurate and timely documentation, notification, escalation, tracking, transfer, and follow-up of all incidents. o Follow authentication, quality, process, and compliance

What are we looking for?

Additional Project Specific Responsibilities (1-3 bullets; optional): Adaptable to: o On-site work set up; o Reporting to any Accenture site (within the city: Metro Manila, Cebu); o Shifting work schedules Comfortable with handing the end to end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities Project-specific requirements o Cyclical work shift including work hours at night. o Overtime and On-Call required

Roles and Responsibilities:

oIn this role you are required to do analysis and solving of lower-complexity problems o Your day to day interaction is with peers within Accenture before updating supervisors o In this role you may have limited exposure with clients and/or Accenture management o You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments o The decisions you make impact your own work and may impact the work of others o You will be an individual contributor as a part of a team, with a focused scope of work o Please note that this role may require you to work in rotational shifts




Any Graduation