Skill required Omnichannel - Service Desk Voice Support Designation Customer Contact Comms Associate - Voice Qualifications Any Graduation Years of Experience 1 to 3yrs 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 699 000 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 o Provide high quality Tier 1 Customer Support service to Customers with complete focus on 100 issue resolution and 100 customer satisfaction o Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails chats o Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams o Strive and achieve SLA target and business outcome indicators defined by the client Job Responsibilities Authorities o Receive inbound Calls Emails Chats and ensure that cases and interactions are logged correctly in the ticketing tool o Walk customers Provide navigational support on self service portal o Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines o Place outbound calls to customers when required in line with Client Company guidelines o Work productively whilst maintaining exceptional call data quality standards in line with targets o Contribute to the team through open and regular communication with peers supervisors o Adhere to all company or departmental policies and procedures personnel and operational o Keep the process repositories like DTPs Knowledgebase SharePoint updated with the current process o Maintain regular and punctual attendance in line with company policies and procedures o Minimise customer complaints and escalations by providing exceptional service and call control 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 Nature of HR queries to be dealt with o Provide recruitment and onboarding support to new employees o Updating personal records Address Name emergency contact details of the employees o Helping employees process their timesheets updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time o Helping employees obtain their verification of employment o Helping hiring managers in the recruitment process o Manage employee grievance queries o Administer or change perks health plans retirement plans etc Knowledge Skill Requirement oAbility to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System Service Now preferred ERP systems Microsoft Office Suite and Internet Explorer o Good technical aptitude with an ability to learn quickly o Excellent verbal and written communication skills o Typing speed - 50 words per minute Educational Profile o Any graduate from Govt recognized universities Experience Profile o Prior international BPO work experience preferred o Fresher s acceptable o Non-BPO work experience would be irrelevant Personal Attributes o Able to work on a flexible basis as determined by the business needs o Ability to work under pressure o Team worker o Positive Attitude o Quick Learner o Punctual and Disciplined o Good Communication skills o Customer Focussed o Results driven o High standards of Integrity o Attention to detail Working Hours 24 x 7 Roles and Responsibilities In this role you are required to solve routine problems largely through precedent and referral to general guidelines o Your expected interactions are within your own team and direct supervisor o You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments o The decisions that you make would impact your own work o You will be an individual contributor as a part of a team with a predetermined focused scope of work o Please note that this role may require you to work in rotational shifts Any Graduation About Accenture We work with one shared purpose to deliver on the promise of technology and human ingenuity Every day more than 775 000 of us help our stakeholders continuously reinvent Together we drive positive change and deliver value to our clients partners shareholders communities and each other We believe that delivering value requires innovation and innovation thrives in an inclusive and diverse environment We actively foster a workplace free from bias where everyone feels a sense of belonging and is respected and empowered to do their best work At Accenture we see well-being holistically supporting our people s physical mental and financial health We also provide opportunities to keep skills relevant through certifications learning and diverse work experiences We re proud to be consistently recognized as one of the World s Best Workplaces TM Join Accenture to work at the heart of change Visit us at Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences All employment decisions shall be made without regard to age race creed color religion sex national origin ancestry disability status military veteran status sexual orientation gender identity or expression genetic information marital status citizenship status or any other basis as protected by applicable law Our rich diversity makes us more innovative more competitive and more creative which helps us better serve our clients and our communities