Customer Contact Comms Associate Messaging at Accenture

Gurugram, Haryana, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, ConsultingIndustries

Requirements

Any Graduation
1 to 3 years of experience
Skill in Chat - Service Desk Non-Voice Support
Ability to work in rotational shifts

Responsibilities

Support voice/email/messaging customer contacts
Provide support for resolution of customer problems, issues, requests, and queries
Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents
Perform assigned skill sets and corresponding activities and tasks efficiently
Support and record a variety of customer service issues; validate, investigate, and resolve within established guidelines, including coordinating with escalation paths (internal Accenture or Client)
Provide customers with a positive experience through positive conversation behaviors, etiquette, sense of urgency, product/service knowledge, genuine concern, and timely resolution
Promote and maintain high levels of professionalism, reliability, and work attitude through attendance, metric performance, and interactions with peers and management
Promote, proactively maintain, and enhance positive relationships for Client/Customers/Accenture through excellent performance
Record, diagnose, troubleshoot, resolve, or assign 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
Solve routine problems through precedent and referral to general guidelines
Interact within own team and with direct supervisor
Follow detailed to moderate instructions on daily tasks and detailed instructions on new assignments
Make decisions impacting own work as an individual contributor in a team with focused scope

Skills

Chat Support

Service Desk

Non-Voice Support

Customer Service

Incident Management

Escalation Handling

Email Support

Messaging Support

Problem Resolution

Documentation

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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