上海招聘

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.
Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
OVERALL PURPOSE OF JOB
To provide high quality customer service to user in response to email, telephone or fax enquiries
To provide first line support for all users regarding queries and issues, and action simple requests
To provide guidance and support to users on policies, procedures, process etc
To provide support to multiple clients one-to-many model
Responsibilities/Authorities
Customer Service
Resolution of external and internal calls.
ensure timely call answering within defined SLA
ensure all requests to be logged in Ticket Management Tool and resolved
ensure all calls to be processed in line with SLA
Liaison with Ter2 teams for further query resolution if required and per process
Field incoming calls
Action email enquiries
ensure all requests to be logged in Ticket Management Tool and resolved
ensure all emails to be processed in line with SLA
Liaison with Ter2 teams for further query resolution if required and per process
Offer expedited solutions
Initiate follow-up calls/emails
Document all issues, resolution & follow-up actions
Identify repetitive queries
Update procedures, knowledge database and user guide regularly
Other / Ad hoc
Other duties as directed by SME & Team Lead
Where appropriate, assist supervisor prepare continuous improvement recommendations for client and / or Accenture
PROCESSES
Your job profile includes
Attending to calls for 1 or more verticals
Attending to emails for 1 or more verticals
Attending to fax for 1 or more verticals
Documenting every request received via phone/email/fax/voicemail
Providing resolutions to requestors request per training provided and with usage of Job Aid, LWI (Local Work Instruction) and FAQ's (Frequently asked questions) provided
Ensuring defined SLA (Service Level Agreement), OLA (Operational Level Agreement), and daily productivity targets are met within defined Quality Standards
Ensuring compliance to Accenture Data Privacy norms and ensuring Confidential data is protected and only used for allowed business purposes
You might be involved in one of more of the following processes directly or indirectly
HR helpdesk
Learning helpdesk
Finance helpdesk
Procurement helpdesk
Working with Tier2 and other back office teams for providing world class cust & &nbs

埃森哲（中国）有限公司诚聘