Customer Service Advocate
Accenture
Rica Heredia, Costa
hace 2 días

Job Description

Responsiblefor supporting all methods of customer contact within the prescribed expectations for complex books of business.

Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class.

Key Responsibilities

Answer incoming customer communications from complex books of business, which will involve assessing caller’s needs, entitling the callthrough the use ofsoftware, analyzing the situation, and offering accurate solutions.

Respond positively to customer’s questions in a timely manner.

Research complex customer questions thoroughly to provide accurate information and solutions.

Provide accurate information to the customer, anticipating future concerns and communicating next steps in the process effectively.

Overcome customer objections via deft communication and de-escalation skills, to solve problems, instill confidence and build client brand-loyalty.

Engage with other areas of the business as needed to meet customer needs.

Act on behalf of the customer’s best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer.

Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.

Maintain a positive attitude and support Commitment to Excellence.

Maintain On-time attendance and schedule adherence.

Maintain meets or exceeds scorecard rating (engagement,productivityand quality goals).

Provide on the job training for new employees.

Key Skills

Empathizes with customers in a genuine way that lets them know you care about their issues.

Deeply cares about building relationships with customers and providing the best, tailored solution.

Strives to offer an effortless customer experience and provide thorough and concise responses.

Leverages a positive outlook and high energy / enthusiasm to turn negative situations into positive ones.

Is a team player that can follow and / or lead as needed, and is comfortable reaching out acrossteams.

Independent thinker and problem-solver who excels at breaking down complex issues.

Is inquisitive; proactively experiments and tries new things.

Knows the right questions to ask to really understand the customer’s ask, provide comprehensive solution, and proactively address / prevent future issues.

Able to pinpoint customer requests / asks from ambiguous, open-ended wording.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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