Greetings from Accenture...!!!!
Hiring for US based International Chat process
- Candidates are required to have excellent communication skills - written and oral. Strong Comprehension skills are key on this project. Ability to comprehend US customer needs through their written chat communication, translate the need into process query and provide the right resolution in a clear and concise manner
- Ability to understand the conversation between the chat bot and customer and pick up from there and continue Customer conversation.
- Analytical skills to understand the reason why the chat bot was unable to resolve customer query and provide intelligence back into the system on what needs to be changed within the Chat-bot
- Willingness to work mainly US shifts in a 24/7 environment with shift rotations
- Prior Chat Experience. Preferably has worked on dual concurrency.
- Ability to multitask and work with multiple tools in order to provide the best resolution
- Functional knowledge of using CRM solution and MS Excel
- Domain knowledge of US Customer Service, preferably Telecom industry
- Job requires the candidate to be confident, probe for responses and empathize with customers. Needs to be customer centric with strong conversational skills
- Typing speed is crucial (Speed - 40 words per minute - 95% accuracy)
- Sales/Retention/Tech experience would be an add on
ROLES AND RESPONSIBILITIES:
- Provide resolution to the customer based on process knowledge and training provided, utilizing the company's internal CRM/mainframe systems and customer purchase orders
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
- Access the company's internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
- Maintain customer records by updating account information
- Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design
- Ability to think out of the box
- Ability to work in a dynamic and innovative environment by contributing towards ideation for the project
Qualification and Experience
- Graduate - Any Stream
- Undergrad with International Chat (US) experience
- Minimum experience of 1 year in said domain (International BPO: Chat - Preferably experience on dual concurrency)
- International Customer Service Experience - US Telecom preferably
- Proficient in written English, Comprehension skills
- Analytical skills
- Ability to Multitask.
- Sales/Retention experience will be an add on
Shift Timing - US Rotational Shifts(with two rotational off)
Transport facility -Home pick up and home drop.
If not ok with shifts
If not from Mumbai.
If you were Interviewed in the last one month.
If not within the transport boundary mentioned below
For Airoli Location:-
Airoli -Navy Nagar (Colaba)
Airoli - Borivali
Airoli - Ambernath
Airoli - New Panvel
For Vikhroli Location:-
Vikhroli -Colaba (Navy Nagar)
Vikhroli- Mira Road
Vikhroli - Thane
Intrested candidates revert on "firstname.lastname@example.org"