Job Description
Hi,
Accenture is hiring for Blended process- 80% chat and 20% voice and email queries for Associate and Sr. Associate Level- Operations
Walkin on 2nd May, between 11:00 am to 1:00 pm to participate in this special hiring.
We have 50+ open positions for this role. Also get you friends along in this special hiring event.
Job Purpose:
To provide one-stop customer service for live chat (text, voice and video), phone, mail, fax and electronic communications and to cross sell banks products and services through these means whenever the opportunity arises.
Role includes assisting customers (primarily over the chat portal) with various enquiries and requests on core products namely:-
Credit Cards
Banking
This list is complete but not exhaustive of the type of products and services which a Customer Service staff may encounter to handle.
Key Accountabilities:
To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery
To complete & meet all customers requests as per defined guidelines
To adhere to professional standards of behavior & conduct in dealing with customers & fellow staff
To proactively identify opportunities to improve the service performance
To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
To provide one-stop customer service for live chat (text, voice and video), phone, mail, fax and electronic communications and to cross sell banks products and services through these means whenever the opportunity arises.
Role includes assisting customers (primarily over the chat portal) with various enquiries and requests on core products namely:-
Credit Cards
Banking
This list is complete but not exhaustive of the type of products and services which a Customer Service staff may encounter to handle.
Key Accountabilities:
To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery
To complete & meet all customers requests as per defined guidelines
To adhere to professional standards of behavior & conduct in dealing with customers & fellow staff
To proactively identify opportunities to improve the service performance
To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
Job Duties & Responsibilities:
Respond to inbound chat inquiries and effectively consult customers or prospective customers regarding features
Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
Responsible to handle multiple chat sessions and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience.
o Receive and answer customer questions/ complaints and resolve queries related to claims, warranties, and product servicing
o Follow standard screens/scripts as appropriate.
Required Experience:
Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry
Experience moving between multiple computer screens while entering data
Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
Education / Preferred Qualifications:
A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage.
Core Competencies:
Good interpersonal and excellent communication skills (English mandatory).
Good aptitude towards and fast adoption of new technology and digital lifestyle
Excellent communication skills, good writing skills
Ability to type at least 50WPM with 0 errors
Ability to multi-task (handling 3 chats concurrently)
Ability to resource product information via tools that are provided to you
Ability to independently research information via the internet
Chat experience a plus
Outstanding spelling, grammar, and communication skills
Good listening skills
Patient, calm and passionate in assisting customers
Decent multi-tasking skills
Meticulous and resourceful
Flexible to Working Hours Willing to work in rotational shifts
People with banking knowledge is preferred .
Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
Responsible to handle multiple chat sessions and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience.
o Receive and answer customer questions/ complaints and resolve queries related to claims, warranties, and product servicing
o Follow standard screens/scripts as appropriate.
Required Experience:
Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry
Experience moving between multiple computer screens while entering data
Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
Education / Preferred Qualifications:
A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage.
Core Competencies:
Good interpersonal and excellent communication skills (English mandatory).
Good aptitude towards and fast adoption of new technology and digital lifestyle
Excellent communication skills, good writing skills
Ability to type at least 50WPM with 0 errors
Ability to multi-task (handling 3 chats concurrently)
Ability to resource product information via tools that are provided to you
Ability to independently research information via the internet
Chat experience a plus
Outstanding spelling, grammar, and communication skills
Good listening skills
Patient, calm and passionate in assisting customers
Decent multi-tasking skills
Meticulous and resourceful
Flexible to Working Hours Willing to work in rotational shifts
People with banking knowledge is preferred .
Experience- 0-4 years
Job Location- Pune.
Working out of client location but on roles of Accenture.
Shift Timing- Rotational Shifts.
Interview Details
Interview Location:
Accenture Services Pvt. Ltd.
Building B3,
SEZMagarpatta,
Hadapsar-Mundhwa Road;
Pune - 411013.
Landmark- Behind Tower 8.
Entry Gate: Tower 8 only.
Reporting Time: 10:30 am
Building B3,
SEZMagarpatta,
Hadapsar-Mundhwa Road;
Pune - 411013.
Landmark- Behind Tower 8.
Entry Gate: Tower 8 only.
Reporting Time: 10:30 am
Please carry your updated resume and write "Vijeyta" on top of it and please drop a mail on vijeyta.kataria@accenture.com after reaching the venue in terms of smooth coordination
Contact Person- Hiral.
Date & Time- 2nd May, 11:00 am to 1:00 pm.
Candidate who have already attended the same interview before are requested to not attend this again.
Thanks & Regards,
Vijeyta Kataria
Accenture India
vijeyta.kataria@accenture.com
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(NonTechnical)
Role: Associate/Senior Associate -(NonTechnical)
Keyskills:
Desired Profile
Education:UG -Any Graduate - Any Specialization, Graduation Not Required
PG - Any Postgraduate - Any Specialization, Post Graduation Not Required
Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required
Company Profile
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions-underpinned by the world's largest delivery network-Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.