This role focuses on Social - Service Desk Non-Voice Support. As a Customer Contact Comms New Associate, you will be aligned with our Customer Support vertical. Your primary responsibility will be to manage and resolve customer queries, handle escalations, and address complaints from dissatisfied customers, providing the best possible resolutions. You will also be responsible for closing faults and complaints within defined Service Level Agreements (SLAs).
In the context of this job profile, "Social" refers to managing and enhancing a company's presence on social media platforms. This involves creating content, engaging with followers, and analyzing social media performance. The objective is to build brand awareness and foster community engagement. Effective social media management helps attract and retain customers, and it is crucial for maintaining a positive and active online presence. The role also includes recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on the defined scope of support. You will manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions such as email, web, and chat.
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Accenture is a global professional services company renowned for its expertise in strategy, consulting, digital, technology, and operations. Founded in 1989, the company has grown to become one of the world's largest consulting firms, serving clients across more than 120 countries. With a workforce exceeding 700,000 employees, Accenture's mission is to deliver on the promise of technology and human ingenuity, helping organizations transform and innovate to achieve sustainable growth.
Accenture holds a strong market position as a leader in digital transformation, cloud services, and enterprise solutions, partnering with major technology providers such as Microsoft, SAP, Oracle, and AWS. The company is consistently recognized for its commitment to innovation, diversity, and sustainability, and has been featured in Fortune's "World's Most Admired Companies" list. Recent achievements include expanding its capabilities in artificial intelligence and cybersecurity through strategic acquisitions, and launching initiatives aimed at achieving net-zero emissions by 2025.
Websiteaccenture.com
