Customer Service New Associate

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialised skills across more than 40 industries, Accenture offers Strategy and Consulting, Technology and Operations services powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. 

Your role

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers' queries, handling escalations and complaints of dissatisfied customers & giving the best resolutions. You will also be responsible for closing the fault and complaints within SLAs. The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues. This role is aligned to our Service Desk team which is responsible for providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact ("SPOC") to meet the communication needs of both users and clients and to satisfy both customers and clients. In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements.

Responsibilities

• In this role, you are required to do analysis and solving of lower-complexity problems
• Your day-to-day interaction is with peers within Accenture before updating supervisors
• In this role you may have limited exposure to clients and/or Accenture management
• You will be given moderate-level instruction on daily work tasks and detailed instructions on new assignments
• The decisions you make impact your own work and may impact the work of others
• You will be an individual contributor as a part of a team, with a focused scope of work
• Please note that this role may require you to work rotational shifts

Training & development 

Accenture provides various opportunities for its employees to improve and grow while working for the company’s mission. Accenture is committed to offering opportunities to acquire new skills and strengthen their readiness to advance into new roles, such as:

• An employee is encouraged to develop one’s learning plan, based on mutually identified competency gaps, in present and aspired job career path.
• Advance your skills through state-of-the-art offerings that tie virtual learning directly back to your real-world career.
• Constant learning, growing and becoming a better version of yourself.
• Job rotation programs are designed to reignite and broaden your work experience.

Benefits

(Source: Ambition Box). In addition to salary, Accenture employees have reported the following benefits:

• Apprenticeship Program
• Child Care
• Employee Assistance Program
• Gymnasium
• Health Insurance
• International Relocation
• Job Training
• Soft Skill Training
• Vacation & Paid Time Off
• Work From Home

Career progression

By working with Accenture, one gains invaluable experience. Advancement is contingent on a number of factors including one’s performance and relationship with the supervisor or manager. One does get promoted on doing well at work and building a "dependency." There are plenty of chances to earn certifications in popular courses like AWS/Azure, etc. And the pay rises steadily throughout the course of the year, and even more so after promotions.

Work-life balance

• Work-life balance is rated at 3.8/5.0 according to (Source: Ambition Box).
• Work from home depending on your preferences and the arrangements determined by your future manager.
• Work days are usually from Monday to Friday.

Culture & vibe

Accenture has a diverse and inclusive culture. Being a global organisation, the company gives an open environment to employees from different backgrounds. On the whole, Accenture encourages an environment of safety, security and flexibility while maintaining the principles of honesty and integrity.

About you

Here’s what they are looking for in this role:

• Ability to establish a strong client relationship
• Ability to manage multiple stakeholders
• Ability to meet deadlines
• Ability to perform under pressure
• Collaboration and interpersonal skills

How to apply

All open positions are posted on the Accenture career page and all applications must be submitted through their careers page.

The hiring procedure generally varies according to the job. However, the basic structure of the recruitment process at Accenture is as follows:

• Personal Interview
• Technical Interview
• Face To Face HR Interview