Customer Contact Comms Associate

Skill required: Customer Operations - Voice - Service Desk Voice Support
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 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?
Provide high quality Tier 1 Customer Support service to employees with complete focus on issue resolution and customer satisfaction.
Adhere to client defined and internally defined processes and procedures while handling inbound calls emails and chats.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Strive to achieve service level agreement targets and business outcome indicators defined by the client.
Recording, 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 voice interactions. What are we looking for?
Relevant plus years of Human Resources experience in a similar role
Prior international BPO work experience preferred
Prior experience working with APAC clients preferred
Educational Qualification
Graduate in any discipline
Shift Timings
Must be flexible with respect to shift timings.
Ability to effectively use customer service technologies and ticket tracking systems such as Zendesk ServiceNow and Salesforce
Experience with Human Capital Management tools preferably Workday
Understanding of employee lifecycle processes including onboarding employment changes leave payroll inquiries benefits and separation processes
Proficiency in Microsoft Office Suite and Internet Explorer
Good technical aptitude with the ability to learn quickly
Excellent verbal and written communication skills
Typing speed of 50 words per minute
Roles and Responsibilities:
Receive inbound calls emails and chats and ensure that cases and interactions are logged correctly in the ticketing tool
Walk employees through and provide navigational support on self service portals
Ensure security verifications are carried out as per company policies and procedures
Place outbound calls to employees when required in line with client and company guidelines
Work productively while maintaining exceptional call and data quality standards in line with targets
Contribute to the team through open and regular communication with peers and supervisors
Adhere to all company and departmental personnel and operational policies and procedures
Keep process repositories including DTPs Knowledge Base and SharePoint updated with current process information
Maintain regular and punctual attendance in line with company policies and procedures
Minimize customer complaints and escalations by providing exceptional service and call control
Ability to work on a flexible basis as determined by business needs
Ability to work under pressure
Team player
Positive attitude
Quick learner
Punctual and disciplined
Good communication skills
Customer focused approach
Results driven mindset
High standards of integrity
Strong attention to detail

Work arrangement
No