Customer Contact Comms Associate-Voice at Accenture

Navi Mumbai, Maharashtra, India

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Professional Services, Customer ServiceIndustries

Requirements

Any Graduation
1 to 3 years of experience
Experience in a customer service or contact centre environment
Customer service (Inbound, Outbound) and order management experience
Proficiency in working with SAP and/or Salesforce
C1 English Level
Strong communication and analytical skills
Attention to detail and accuracy in data entry
Empathy, active listening, and emotional intelligence
Creative problem-solving and adaptability in high-pressure situations

Responsibilities

Handle inbound and outbound interactions professionally across all channels (calls, email, chat, social media, SMS, online review platforms)
Process customer orders, returns, and complaints accurately using SAP and Salesforce systems
Deliver high-quality service that reflects brand values and enhances customer satisfaction
Demonstrate active listening, empathy, and emotional intelligence in all interactions
Identify upselling opportunities and use negotiation and influencing skills to maximize sales potential
Maintain up-to-date knowledge of product lines, policies, and promotions
Escalate complex issues appropriately while maintaining ownership until resolution
Ensure compliance with internal quality standards, service-level agreements, and data protection regulations
Provide feedback and suggestions for continuous improvement in service and process efficiency
Comply with the assigned schedule to cover the hours of operation
Support with any other new process at the time the client requires it, if it has been officially included in our range of services

Skills

Omnichannel

Customer Communications

SAP

Salesforce

Customer Service

Inbound Support

Outbound Support

Email Support

Chat Support

Social Media Support

SMS Support

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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