Customer Service Junior Associate

Job description

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.

Responsible for handling the front-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders within Navision and for adequately handling customer inquiries. Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.

Key Responsibilities

· Managing customer product orders Answers inbound customer calls related to the order-to-cash process. Creates Offers and Orders in Navision received through calls, e-mails or other means. Adheres to call center best practices complying with existing rules and attending customers within expected service levels. Generates outbound calls to customers when required. Ensures data is recorded without errors facilitating a smooth operation.
· Managing customer requests Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers. Promptly escalates any issues to the CS Supervisor in order to maintain satisfactory response times.
· Internal customers Supports Terminal staff with invoicing requirements and offers adequate support to sales representatives. Provides support to other teams when needed. Support creation of trips in Terminal Management Systems (TMS) during working hours, adhering to trip creation guidelines as controls sensitive activity.
· Back-end support Generates Credit and/or Debit notes because of product diversions, price adjustments, rents, franchises, rebates and any other business requirement. Responsible to ensure proper approval has been received prior to executing such transactions. Complies with all control standards and available procedures.

Desired profile

Qualifications :

Required Experience

·  Intermediate Excel skills.
·  Background in Call Center activities is an advantage.
·  Proficient in Microsoft Office and Outlook.
·  At a minimum basic knowledge of the English language.
·  High-school degree. Undergraduate University studies a plus.
·  Experience in dealing with external customers preferred.