Customer Contact Comms Associate Messaging

Overview

Provide non‑voice (email/web/chat) support to resolve customer issues and manage incidents.

Key Responsibilities

• incident management
• troubleshooting
• service restoration
• customer support
• escalation
• documentation

Tasks

-To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities 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 non-voice interactions like email, web and chat. What are we looking for? NA NA Roles and Responsibilities: -To perform assigned skill sets and its corresponding activities and tasks efficiently -Provide support for resolution of customer problems, issues, requests and queries -To support & record a variety of customer service issues .Validate, investigate and resolve these issues within established guidelines This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client -To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management -Support voice/email/messaging Customer contacts -Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents

Requirements

• customer service
• problem solving
• product knowledge
• call etiquette
• urgency
• rotational shifts

What You Bring

-To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues -In this role you are required to solve routine problems, largely through precedent and referral to general guidelines -You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments -Please note that this role may require you to work in rotational shifts

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