Job id : 41402
Query Management (Non-Technical)-Customer service (Non-Technical)
  Delhi / NCR
   Accenture        Delhi / NCR
  3 weeks ago      921 Applied
Job details

Job Type

  Full Time

Functional Area

Sales/Business Development/Client Servicing

Industry

IT-Software/Software Services

Education

Not Specified

Experience Required

  1 - 5 Yrs

Skills Required

   Customer Service,Client Acquisition

Job Description

Overall Purpose
Chat services are provided via web chat and include inbound and/or outbound Customer contacts including, but not limited to, questions on Verizon Products and/or Customer service support including billing and rate plan questions and changes, Customer retention, up-sells, data product, troubleshooting, sales and addition of new lines of service.


Responsibilities
Communicate with client customers via web chat to help resolve the issues being faced
•Portal navigation and troubleshooting
•Ordering support
•General functionality inquiries
•General account maintenance

Receive, process and verify the accuracy of orders from customers 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 through contact tracking
Access the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments
Maintain customer records by updating account information
Proactive and inquisitive candidate required with clear and precise communication, written and oral skills

Skills and Qualifications

  • Graduate – 4 year degree of Any Streams
  • 1+ years of customer service and/or sales experience.
  • Excellent verbal and written English communications skills (at least B2 rating in Berlitz assessment)
  • Typing speed is crucial (Speed – 40 words per minute – 94% accuracy)
  • Experience in US Customer Service - chat / telecommunications a plus
  • Multicultural understanding
  • Team player
  • Flexible
  • Self-motivated
  • Ability to absorb and comprehend information quickly
  • Ability to adopt to change
  • Understanding of Google and Microsoft Office products (Excel. Word, PowerPoint)
  • Experience interacting directly with internal and external clients
  • Can learn technical concepts
  • Background in Project coordination or handling multiple accounts at once


Others
Willingness to work evenings, weekends, and holidays.