Accenture Hiring for Customer Service Representative at St. Catharines, ON Full Time

As a member of Accenture Utilities BPO Services, the incumbent is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs are resolved in a timely fashion.

The role includes some or all of the following key responsibilities:

Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation

Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution

Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention

Develops and maintains knowledge of customer and customer specific business environment

Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements

Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training

Shares information required for the team to be successful

Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings

Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures

Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

May promote client products and services by suggesting additional or alternative products to meet customer’s needs

May perform follow upon incidents with customer to ensure customer satisfaction

May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead

May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction

May take accountability for effectively handling senior level escalations or customer complaints received via various sources

May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

May complete and resolve non-call customer contact requests received by mail, web or email

May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues

May manage the team by resource planning in order to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets

May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material

Ensure proper documentation, notification, escalation, tracking and follow-up

Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution

Liaise with other support teams, or product teams

Provide functional and/or technical support

Complete all training (i.e. on processes, tools and on functional subject of support)

Take direction and complete simple technical tasks

Basic Qualifications

1 year of experience in: Customer Service Delivery/Customer Contact Services

High School Diploma or equivalent

Ability to meet travel requirements, when applicable

Professional Skill Requirements

Good financial acumen and financial analysis and diagnosis skills.

Proven success in contributing to a team-oriented environment.

Proven ability to work creatively and analytically in a problem-solving environment.

Excellent leadership, communication (written and oral) and interpersonal skill.

Excellent Interpersonal skills

Excellent analytical skills, decision making ability and problem solving skills

High-quality communication skills, both verbal and written

Ability to multitask effectively and complete a variety of tasks concurrently

Ability to plan and use time effectively

Ability to work as part of a team

High level of flexibility

Excellent verbal and written communication skills

Excellent Soft Skills

Client focused with a passion for Customer service

Demonstrated leadership in professional setting; either military or civilian

Demonstrated teamwork and collaboration in a professional setting; either military or civilian