Job Title: Customer Service Associate

Level: 12

Talent Segment: Business Process Delivery

Capability/Specialty: Customer Service Delivery

Document History:

Version Date Updated By Description

1.0 7th May ,09 Anandita Ghosh Service Desk Technologist
1.1 9/16/09 Teresa Perdue Added queries to job summary
2.0 Dec. 3, 2009 Teresa Perdue Add skills
3.0 2/10/2010 Carol Brinster Modified to ensure relevancy for multiple user
groups (ITO, BPO, etc.)
3.1 3/16/10 Teresa Perdue Added additional primary Capability/Specialty
3.2 3/2/10 Melissa Carson Revised for Accenture Software
3.3 4/29/10 Teresa Perdue Revised skills
3.4 6/29/10 Teresa Perdue Minor updates to job description
3.5 10/22/10 James Adamczyk Revisions for Accenture Software
3.6 3/21/11 Michelle Waltmire Add Skills List
3.7 4/13/11 Teresa Perdue Revise Job Summary and Key Responsibilities
3.8 10/18/11 Josefina Schaer Updated Capability/Specialty
3.9 03/16/12 Sol Expósito Rename from Service Desk Specialist to
Customer Service Representative
4.0 10/26/12 Sergiu Borulea Job description updates & standardization

Job Summary:

The Customer Service Associate provides functional and/or technical support for resolution of customer
problems, incidents, issues, requests and queries. They liaise with other support teams, or product
teams as required to resolve requests/issues in a timely manner and ensures proper documentation,
notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on
customer contact, not transaction processing.

Key Responsibilities:

 Receives and logs internal and/or external customer problem/request/issue and ensures proper
documentation
 Performs customer request/problem identification and follows defined procedures to resolve
correctly. Documents troubleshooting efforts and customer information in data capture tool and
when required, transfers call or promptly notifies responsible party for resolution
 Performs incident notification and escalation to ensure problems/requests/issues are communicated
effectively and receive proper management attention
 Develops and maintains knowledge of customer and customer specific business environment
 Develops and maintains an understanding of customer Service Level Agreements and
department’s/product’s key performance requirements
 Develops and maintains product knowledge, industry knowledge, and business and professional
skills by participating in on-the-job training and classroom training
 Shares information required for the team to be successful
 Demonstrates understanding of the customer’s business needs or market and maintains high
customer satisfaction ratings
 Develops and maintains incident management and knowledge management tools, client information
systems, and service desk procedures
 Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base
content, practicing skills and being receptive to coaching and constructive feedback
 May promote client products and services by suggesting additional or alternative products to meet
customer’s needs
 May perform follow up on incidents with customer to ensure customer satisfaction
 May act as the primary knowledge resource for a product/service and use this knowledge to raise
process and/or procedure improvement opportunities to supervisor/team lead
 May identify root causes for customer dissatisfaction and recommend solutions to improve overall
customer satisfaction
 May take accountability for effectively handling senior level escalations or customer complaints
received via various sources
 May assist with monitoring and tracking incidents to ensure resolution occurs within the customer
Service Level Agreement
 May complete and resolve non-call customer contact requests received by mail, web or email
 May complete outbound customer contacts to resolve customer issues or recommend products or
services, e.g., request bill payment, follow up on customer issues
 May deliver new hire training and refresher training, make recommendations for changes and
enhancements to existing training content, and assist in design and creation of relevant training
material
Preferred Skills/Qualifications * Customer Interaction Handling
(Type of work experience, skills, * Problem Solving & Escalation Management
etc.) * Data Quality
* Metrics & Reporting

Other skills and qualifications:

* Organization skills, attention to detail and follow through to resolve any
outstanding issues
* Good technical aptitude with an ability to learn quickly.
* Fluent in client’s language and at least Upper Intermediate English
* Time management and administrative skills
* Written and verbal communication skills; manages internal communications
and external/client communications with assistance.
* Discretion, professionalism, confidentiality and judgment.
* Computer literacy and working knowledge of Microsoft Office
* Ability to operate office equipment (e.g. fax, photocopier, and phone)
* Team player with interpersonal and conflict management skills
* Self-Motivated, positive attitude and approach.
* Flexibility to take on additional responsibility and tasks when required.

Key Scope, Complexity and Risk Factors:

 Factors
Degree of experience
Representative years of experience
Experience within job to demonstrate capability
Scope of
Responsibility Work complexity /accountability
Client/customer accountability
Level 12
Entry-level/Basic skills
entry level – 1 year
Responsible for own work with direct supervision
Interacts generally with workgroup and with
client/customer