Innova ESI
Website:
innovaesi.com
Job details:
Hiring Alert – Accenture (UPS Process)
📌Process Details
- Client: Accenture – UPS
- Process Type: Inbound Voice Process
- Domain: US HR / US Recruitment
- Work Location: Pune / Mumbai ( pune – magerpatta / Mumbai – Vickroli ) two way cab but with in 30 km Radius
- Working Days: Monday to Friday (Saturday & Sunday fixed off)
- Shift Timing: 5:30 PM – 3:30 AM (Night Shift)
Notice – Immediate
Mode of Work(WFH or WFO) - WFO
Interview process – Versant >> 1 round of interview (CD/OPS)
Versant Threshold : 58 and above only
Detailed Job Description
Working Hours: Shift will be in any of United States of America time zones
Working days : Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)
Overall, Purpose of Job
• Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Strive and achieve SLA target and business outcome indicators defined by the client
Job Responsibilities / Authorities
• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
• Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
• Walk customers/ Provide navigational support on self service portal
• Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
• Place outbound calls to customers when required in line with Client / Company guidelines
• Work productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
• Maintain regular and punctual attendance in line with company policies and procedures
• Minimise customer complaints and escalations by providing exceptional service and call control
Knowledge & Skill Requirement
• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills
Experience Profile
• Prior international BPO work experience preferred
• Fresher’s acceptable
Personal Attributes
• Able to work on a flexible basis as determined by the business needs
• Ability to work under pressure
• Team worker
• Positive Attitude
• Quick Learner
• Punctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail
💰 Salary Details
🎓 Freshers (Graduates Only)
💼 Experienced Candidates
- 6 Months Experience – ₹26,000 per month
- 7 Months – 3 Years – ₹52,000 per month (only 30% hike)
- 3+ Years Experience – ₹56,000 per month
📝 Interview Process
- Round 1: Versant Test
- Round 2: Operations Round
📄 Mandatory Documents – Any one
- PF Details
- Form 16
- Form 26AS
🎯 Key Requirements
- Excellent Communication Skills
- Graduation Mandatory
- Comfortable with US Shift
- Voice Process Experience Preferred
Click on Apply to know more.