Customer Service Agent

 
Location: San Jose, California
Posted On: 9/11/2017
Job Code: CSR Accenture 732185
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Job Description
 
In this role, you’ll be experimenting, collaborating, and creating a world-class service experience in a non-traditional contact centre environment. Passion for products and customers and ability to thrive in a dynamic environment are a must.

The objective of the agent is to provide world class customer contact and technical support, and to ensure client's users get the most out of their product experience by fielding difficult customer inquiries as well as providing coaching and more in-depth user education. This role encompasses both reactive support for transactional issues (ex. billing, account maintenance, and order status inquiries), technical issues (e.g. software and hardware troubleshooting) and proactive support through user education about products.

NOTE: (Job Timings: 24x7 monthly rotations)
Candidate must be open for working in any shifts.

Responsibilities:
? Provide a white glove support experience by empathizing with customers, taking personal ownership of issues they are reporting, and resolving difficult scenarios
? Communicate with customers through voice, chat and email channels. Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures
? Improve the overall experience for the users by identifying and reporting product recommendations and feedback received from customers
? Communicate bug fixes and new product enhancements to customers

Requirements:
? Exceptional empathy and customer care expertise
? Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. We are looking for self-starters who want to contribute to making it better for users and partners and won’t hesitate to speak up to make our support organisation and products better.
? Excellent native-level written and verbal communication skills in language of support, with 2 years’ experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)
? Must be able to grasp complex and sometimes technical concepts, and relate them to our users and partners in an easily understandable way.
? Supreme ability to demonstrate customer empathy and build a connection; excellent customer diplomacy skills; problem ownership to go “above and beyond” to provide magical support - personable, winsome, and disarming demeanor
? Technical expertise
? Comfortable learning and mastering customer management tools to simultaneously communicate with users while troubleshooting
? Owner of an Android phone(or experience with one)
? Active user of the most popular products including:
¦ Calendar, Drive and Docs
¦ Chrome and Search
¦ Wallet and Pay
¦ Familiarity with other consumer products, such as: Voice, News, Blogger, Chromebook, Chromecast.
? Experience with web computing
? Experience with other current consumer web-enabled technologies is preferred
? Communication Skills
? Excellent native-level verbal, written, and interpersonal communication skills in English
? Ability to display those communication skills through multiple channels of support (phone, email, chat, and video)
? Ability to type 60 words per minute (80 preferred)
? Other
? Familiarity with pop culture and current television trends such as shows, movies, media, and major sporting events
? Openness to work flexible hours as required, including night shifts and holidays
? White glove support is a plus
Education requirements:
¦ Associate’s degree or equivalent work experience
¦ 4 year college degree or in progress is a plus
¦ Truly interested in customer service as a career
? Must be able to pass a criminal background check
Category:Non-IT  code:new
 
 
Job Requirements
 
 
Direct3D,Management,MS Word,WAN
 

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Contact Details
 
Recruiter
Nikhil Yadav
 
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E-mail Address
 
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