Customer Contact Comms Associate-Voice at Accenture

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 ServicesIndustries

Requirements

Any Graduation
1 to 3 years of experience
Good written and verbal communication skills
Good call handling skills
Skills in Customer Care, Customer Communications, Customer Satisfaction, Customer Experience (CX), Customer Support Operations
Ability to work in rotational shifts

Responsibilities

Manage and resolve customer queries
Handle escalations and complaints from dissatisfied customers
Provide best resolutions to customers
Close faults and complaints within SLAs
Solve routine problems through precedent and referral to general guidelines
Communicate with customers via phone, emails, and portal tickets (voice process)
Work as an individual contributor within a team with a focused scope
Follow detailed to moderate instructions on daily tasks and new assignments
Make decisions impacting own work

Skills

Key technologies and capabilities for this role

OmnichannelCustomer ServiceCustomer CareCustomer CommunicationsCustomer SatisfactionCustomer ExperienceCustomer SupportVoice ProcessCall HandlingVerbal CommunicationWritten Communication

Questions & Answers

Common questions about this position

What qualifications and experience are required for this role?

Any graduation is required with 1 to 3 years of experience. Candidates need good written and verbal communication skills and good call handling skills.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the key skills and qualities we're looking for?

The role seeks skills in Customer Care, Customer Communications, Customer Satisfaction, Customer Experience (CX), and Customer Support Operations.

What does a typical day look like in this role?

You will manage and resolve customer queries, handle escalations and complaints, provide best resolutions, and close faults and complaints within SLAs. This is a voice process involving communication through phone, emails, and portal tickets, solving routine problems through precedent and guidelines.

What is the work schedule like for this position?

This role may require you to work in rotational shifts.

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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