Customer Contact Comms Associate - Voice

Customer Contact Comms Associate - Voice

Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms 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? • At bp, were reimagining energy for people and our planet. We have a daring ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Crafting a more efficient business that makes the best use of its resources is a critical part of getting there. And thats what our new Finance Business & Technology (FBT) centre in Pune, India is here to do put digital at the heart of our business • The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction. • Customer Facing CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually handle customer expectations through various contact channels. CSRs are the first point of contact • Must demonstrate a strong understanding of customers needs behaviours. • Excellent writtenoral communication skills and ability to build effective working relationships. • Strong time management and organisation skills. • Highly motivated. • Intermediate knowledge of MS Office application. • Experience using SAP and or Siebel is an advantage • Inbound Document Management 2 • Sales Order Management 2 • Sales & Marketing
What are we looking for? • Graduation or equivalent • Up to 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred.
Roles and Responsibilities: • •• Implement day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values. • • Leverage understanding of specific processes systems and act as the first and second point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals. • • Provide customer service via the internet, phone, fax and email to support activities including: • Account set up, allocation and delivery issues. • Order processing and order fulfilment. • Sales order tracking. • Monitor supply outages and react accordingly for incoming and existing orders. • Retail marketing programme information, policy and product fulfilment. • Retail site experience complaints, fuel quality claims, site locator etc. • Complaint resolution, identification and management of complaint root causes. • • Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems. • • Support GBS activities through immediate triage, partner concern (high risk customer issues financial, legal, reputation), resolution or logging and forwarding of customer inquiries issues. • Service Management & Continuous Improvement ? • • Handle and maintain customer expectations, referencing pre established service level agreements where applicable. • • Make recommendations on existing knowledge base documents and identify knowledge gaps. • • Build and maintain strong relationships with both the customer and internal business • Please note that this role may require you to work in rotational shifts