Accenture is Hiring For Chat Process For US Telecom Client

1 - 6 Years
Not Disclosed by Recruiter
Posted: 30 days agoOpenings: 1Job Applicants: 76Job Views: 308

Job Description

Work Location-Vikroli

Job Description of Knowledge Engineer:

A Knowledge Engineer is the first point of live person (Human Touch) contact for the customers through Chat, for our client who is a leading Network Service provider in the US.


As a part of the solution, Accenture has developed a Digital Assistant (DA) to deflect calls from the IVR to Self Service. The Digital Assistant is designed to provide resolution to the Customer based on a set of Intents (Customer queries such as Change my Phone Number, Billing, Upgrades etc). In the event that the DA is unable to resolve the customer query (Either due to a defect or an enhancement requirement within the DA), the customer gets transferred to a Knowledge Engineer.

The knowledge Engineer is required to provide the following:

  • Read the conversation between the DA and the Customer and pick up the conversation from there
  • Provide REASSURANCE and RESOLUTION to the customer. We understand that the customer was not able to resolve their query so we are starting at a point of opportunity.
  • Understand CUSTOMER SENTIMENT and finds the best resolution efficiently, Continually monitors DA performance and provides real-time customer centered feedback. Identify SURPRISE & DELIGHT opportunities through ideation sessions.
  • Provide HUMAN INSIGHT on the DA and Customer journey after each interaction with a mindset of customer experience. Our Knowledge Engineers understand that each interaction represents an opportunity to improve the digital experience.
  • All the above needs to be done in a clear and concise conversation ensuring strong Comprehension and Communication skills
  • Quality of conversation is key.
Skills Required:
Any Graduate
Should be comfortable working in US Shifts(Night Shift)
Minimum 6 months of chat experience needed 

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Role:Associate/Senior Associate -(NonTechnical)

Employment Type:Full Time, Permanent


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Accenture Solutions Pvt Ltd

Accenture (NYSE: ACN) 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 worlds 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 477,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.


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View Contact Details+

Recruiter Name:Jilsha Sivaraman

Contact Company:Accenture Solutions Pvt Ltd



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