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 worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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 Client Service associate is responsible for managing an assigned set of clients. They own, drive, and manage several processes spanning the client/Customer lifecycle. They are the primary point of contact for clients , providing exemplary customer service. They are the liaison between the customer and client internal groups and will drive client issues to resolution. They also support internal teams, primarily sales and operations, and is responsible for ensuring the sales organization is free from non-sales related client support activities. Client satisfaction, both external and internal, is paramount to the success of the Client Services. 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? Minimum of 2 years experience in customer service and/or account management (high tech industry preferred) Outstanding customer service and interpersonal skills ability to professionally communicate and interact across all levels of internal and external client organizations Excellent project management and multitasking skills required Must possess strong computer skills and highly experienced with the Microsoft Office suite Strong analytical and problem-solving skills required Ability to plan, organize, and execute independently with minimal supervision Ability to work and adapt in a fast paced and rapidly changing environment Experience with complex business processes Excellent English written and oral communications skills Relationship building skills Experience with customer support and/or customer relationship management systems (e.g. Sales Force.com, Clarify, Remedy, Siebel, Oracle, etc.) Knowledge and experience with telecom circuit ordering and provisioning desired Knowledge of Internet, hosting, network and telecommunications services industries desired Demonstrate strong leadership skills
Roles and Responsibilities: Serve as primary point of contact for pre and post-sales support to internal and external clients for a broad set of account and support related activities Serve as the client s advocate Field and own client requests for post initial install (PI ) services to existing contracts. Manage these Plls from point of client request to implementation of services. Manage and own coordination of activities with client and operations from opportunity through receipt of signed order, implementation and billing Manage and own resolution of cross-functional issues impeding client s and/or Operations ability to install and implement services Manage projects, research options, set proper expectations, execute thorough planning and effectively deliver solutions within set timeframes Maintain contact with clients to understand evolving service and support requirements and to develop relationships Drive process and policy change on client s behalf Coordinate and manage select client quarterly business reviews Educate and orient customer to client policies, procedures, and customer portal Support Sales Organization in select presales tasks Responsible for meeting or exceeding stated key performance objectives including client satisfaction, sales satisfaction, operations satisfaction, and a number of task related metrics Develop and build relationships with cross-functional teams Maintain strong and current product and process knowledge