What will you do:

• Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer and consumer contact, not transaction processing.
• To support & record a variety of customer service issues through telephone, email and chat. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client.
• Verify customer purchase orders (e.g., contact details, pricing, terms) & monitor order management process from order entry in SAP system to delivery.
• Ensure order check and related stock prioritization to ensure all customer requirements are met.
• Act as the customer's representative by capturing input and contributing to continuous improvement and customer satisfaction.
• Immediately escalate/report to the line manager any breach in existing controls and highlight any possible risks caused by lack of control.
• To provide education/awareness and recommendations to customers on new products, policies changes, product campaigns via outbound call or email as per the established guidelines (no sales/upsell or cross sell targets)
• To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues.
• To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management.

HERE’S WHAT YOU’LL NEED