Customer Service Associate

Customer Service Associate

Skill required: Customer Relationship Management (CRM) - Business Insights
Designation: Customer Service 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 world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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? Handling Employee tickets with customer focus and better employee experience.
What are we looking for? MyTE systems experience desired (not mandatory) • Microsoft Office skills essential, especially Excel • Excellent interpersonal and time management skills and ability to work autonomously and as part of a team • Strong communication skills, both written and verbal • Ability to prioritize work, providing accurate high-quality work under tight and often pressured deadlines • Meticulous attention to detail • Build and maintain strong professional relationships within the business • Proactive and flexible attitude Soft skills required: •Stakeholder Management • Customer Relationship Management • Collaboration • Continuous Improvement • Effective Written and Verbal Communication • Flexibility • Issue Management • Microsoft Office
Roles and Responsibilities: •Use functional knowledge and work experience in T&E to resolve employee inquiries. • Serve as a key resource for information on all T&E related queries, processes and procedures (e.g., vacation balance, expense clearance, payout) • Field basic and complex employee inquiries and follow protocol to reach necessary and appropriate resolutions • Escalate questions / situations to respective Tiers, T&E Coordinator, Technical Teams, Local Controllerships, HR departments, when needed • Understand what questions / situations need to be escalated to Team lead to proactively flag any escalation • Remain updated with latest supporting applications (e.g., myTE tool, Accenture Support, SAP, TEDO), T&E procedures, changes of related Policies • Think creatively and make innovative suggestions that improve operational efficiency, effectiveness, internal controls and customer service • Assist execution and implementation of process improvements in the CRM team in consultation with Team Lead • Make recommendations to improve/update CRM Knowledge Repository, other Accenture systems, CRM process, etc., based on analysis of queries received from employees • Perform any projects/activities assigned by the Team Lead / Manager • Provide the training of tools (myTE, Service Now) and techniques of customer care to new joiners and colleagues, when required •Search for opportunities to expand knowledge in myTE & SAP tools, MS Excel, Service Now and customer care field. Discuss the possible training course with T&E Coordinator