English Call Center Agent
San Jose, Costa Rica
hace 4 días

Job Description

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services.

We combine unmatched experience and specialized capabilities across more than 40 industries powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.

With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises.

Visit us at www.accenture.com.

Responsible for 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 call through the use of software, 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, productivity and quality goals).

Provide on the job training for new employees.


Required experience

  • Advanced English oral and written.
  • At least 1 year of experience in Customer Service.
  • High School diploma with relevant experience on common help desk / ticketing systems.
  • Client customer handling experience excellent customer service skills.
  • Proficient in Metrics and Reporting.
  • Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role.
  • 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.

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