By Bulletin Times 
Customer Service Associate – Query Management
Accenture
Location: Mumbai
Experience: 1 – 3 years
Role Overview:
Accenture is looking for a Customer Service Associate to join our Query Management team in Mumbai. This role involves assisting customers with their billing, package inquiries, and technical support needs. A strong focus on personalized service, proactive problem-solving, and communication excellence is essential. You’ll be expected to maintain high productivity while exploring potential sales opportunities and ensuring that every interaction leads to a positive customer experience.
Key Responsibilities:
Customer Support: Provide end-to-end assistance for customer queries related to billing, services, and technical concerns, ensuring prompt and accurate solutions.
Engage & Personalize: Tailor each interaction to the customer’s needs, offering not just solutions but personalized experiences.
Efficiency & Compliance: Manage multiple tasks simultaneously while adhering to compliance standards and operational procedures.
Collaboration: Work closely with various support teams to resolve issues swiftly and accurately.
Attention to Detail: Ensure all customer interactions are documented correctly, issues are tracked, and follow-ups are executed within specified timelines.
Ownership: Take full responsibility for the customer journey from start to finish, ensuring every issue is resolved in a timely and efficient manner.
What We’re Looking For:
Communication Excellence: Strong verbal proficiency in English with the ability to communicate effectively with customers.
Multitasking Ability: Comfortable navigating multiple platforms and tools while handling customer queries.
Problem-Solving: Exceptional analytical abilities to quickly identify root causes of issues and develop effective solutions, ensuring timely resolution of customer queries.
Detail-Oriented: High attention to accuracy and precision in handling all tasks.
Team Player: Work collaboratively with various teams, ensuring a seamless customer service experience.
Adaptable & Resilient: Comfortable working under pressure with the flexibility to adapt to shifting priorities.
Customer-Focused: Committed to achieving high levels of customer satisfaction through consistent and high-quality service.
Positive Attitude: Maintain an optimistic and solution-oriented approach, even during challenging situations.
Qualifications:
Any graduate from a government-recognized university.
10+2 undergraduates with at least 6 months of relevant experience are preferred.
Performance Metrics:
Customer Satisfaction (CSAT): Strive for excellence in every customer interaction.
Productivity Metrics: Meeting targets such as Average Handle Time (AHT) and break adherence.
Quality & Compliance: Adherence to predefined process standards and guidelines.
Resolution Success: Focus on first-time resolution of customer issues.
Sales & Revenue: Actively engage in upselling and generating additional revenue opportunities when applicable.
Role Details:
Industry: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full-time, Permanent
Shift Pattern: May require flexibility in working hours, including rotational shifts.
If you’re someone who thrives in a fast-paced environment and has a passion for providing outstanding customer experiences, this could be the perfect role for you. Join us and be part of a team that’s dedicated to innovation and excellence in customer service!