Customer Contact Comms Associate - Voice

Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Associate

Qualifications: Any Graduation

Years of Experience: 1 to 3 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song- all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

• At bp, were reimagining energy for people and our planet. We have a daring ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Crafting a more efficient business that makes the best use of its resources is a critical part of getting there. And thats what our new Finance Business & Technology (FBT) centre in Pune, India is here to do put digital at the heart of our business

• The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
• Customer Facing CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually handle customer expectations through various contact channels. CSRs are the first point of contact
• Must demonstrate a strong understanding of customers needs behaviours.
• Excellent writtenoral communication skills and ability to build effective working relationships.
• Strong time management and organisation skills.
• Highly motivated.
• Intermediate knowledge of MS Office application.
• Experience using SAP and or Siebel is an advantage
• Inbound Document Management 2
• Sales Order Management 2
• Sales & Marketing

What are we looking for?

• Graduation or equivalent

• Up to 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred.

Roles and Responsibilities:

• Implement day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.

• • Leverage understanding of specific processes systems and act as the first and second point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
• • Provide customer service via the internet, phone, fax and email to support activities including:
• Account set up, allocation and delivery issues.
• Order processing and order fulfilment.
• Sales order tracking.
• Monitor supply outages and react accordingly for incoming and existing orders.
• Retail marketing programme information, policy and product fulfilment.
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification and management of complaint root causes.
• • Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
• • Support GBS activities through immediate triage, partner concern (high risk customer issues financial, legal, reputation), resolution or logging and forwarding of customer inquiries issues.
• Service Management & Continuous Improvement ?
• • Handle and maintain customer expectations, referencing pre established service level agreements where applicable.
• • Make recommendations on existing knowledge base documents and identify knowledge gaps.
• • Build and maintain strong relationships with both the customer and internal business

• Please note that this role may require you to work in rotational shiftsAny Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.