As a Customer Service Associate, you will be responsible for assisting customers with queries related to billing, package details, and technical support. Your role involves personalizing conversations, managing productivity, demonstrating strong communication skills, and identifying sales opportunities. You should exhibit attention to detail, take ownership of tasks, and be receptive to feedback. Additionally, you will need to multitask across different applications while adhering to compliance measures.
Responsibilities
- Handle inbound/outbound calls and email/chat support to resolve customer queries.
- Perform day-to-day operations, maintaining SLAs and resolving disputes.
- Review service requests, diagnose, troubleshoot, and resolve incidents raised by customers.
- Manage unplanned interruptions to restore normal service operations for voice interactions.
- Establish strong client relationships and ensure customer satisfaction.
- Work collaboratively with other support teams to resolve requests/issues promptly.
- Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents.
- Take ownership of the customer journey, providing quick and accurate resolutions.
- Meet performance metrics, including customer satisfaction, productivity, quality, and compliance.
Requirements
- Adaptable and flexible, able to perform under pressure.
- Strong problem-solving skills and attention to detail.
- Excellent verbal English language proficiency.
- Ability to multitask across different applications and tools.
- Team player with strong communication skills.
- Customer-focused with a positive attitude.
- Results-driven with high standards of integrity.
- Prior customer service experience preferred.
- Ability to work in rotational shifts as required.
Key Performance Metrics
- Customer satisfaction metrics (CSAT and NPS).
- Productivity metrics (AHT and Break Adherence).
- Quality and compliance metrics as defined by the process.
- Knowledge check scores and attendance.
- Revenue metrics such as Sales & Credit per chat.
- First-time resolution of customer queries.
Roles and Responsibilities
- Solve routine problems using guidelines and precedent.
- Work closely with your team and direct supervisor.
- Receive detailed instructions on tasks and closely supervised decisions.
- Contribute as an individual contributor with a narrow scope of work.
- Please note that this role may require working in rotational shifts.
This role offers an excellent opportunity to kickstart your career in customer service and join a dynamic team at Accenture. If you are passionate about delivering exceptional customer experiences and meet the qualifications, we encourage you to apply.