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

Being part of the BSS Team, which has presence into HR, Learning, Procurement & Finance verticals. You would be part of 1 or more clients or verticals

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 helpd