Customer Contact Comms Associate|

Skill required: Omnichannel - Customer Service
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 6++,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? The Virgin Media CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion. Candidate who is good in email and chat process, who is good in typing is what is preferred here Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for? • Excellent English Communication Skills demonstrated by having a local Berlitz rating of B1T, or B2 and higher (For offshore resources) • Experience in customer care, sales, tech support and/or similar accounts, required • Experience in broadband and/or TV troubleshooting, recommended but not required • Work on a shifting schedule and during holidays as needed • Work in office facility and at home Education & Work Experience • College graduate, preferred but not required
Roles and Responsibilities: • Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. • To perform assigned skill sets and its corresponding activities and tasks efficiently. • To support & record a variety of customer service issues through telephone from customers. 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 provide first-level troubleshooting on customer home broadband, tv, and phone setup and connectivity issues • To provide recommendations to customers on new product, packages, upsells, and cross-sells that match the customer’s lifestyle needs and generate additional revenues as a result • 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. • To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management. • To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities.