Job Title

Responsibilities Provide recruitment and onboarding support to new employees Updating personal records (Address, Name, emergency contact details) of the employees Helping employees process their timesheets, updating payroll records and answering paystub related questions, ensuring employees are compensated correctly and on time Helping employees obtain their verification of employment Helping hiring managers in the recruitment process Managing employee grievance queries Administer or change benefits, health plans, retirement plans, etc. Provide high quality Tier 1 Customer Support service to customers with a 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 & chat Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Strive to achieve SLA target and business outcome indicators defined by the client Receive inbound calls/emails/chats and ensure that cases and interactions are logged correctly in the ticketing tool Walk customers / provide navigational support on the selfservice portal Ensure security verifications are carried out per company policies and procedures and align with GDPR guidelines Place outbound calls to customers when required, in line with client / company guidelines Work productively while 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 process repositories like DTPs, Knowledgebase, SharePoint updated with 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 Basic Qualifications 1-2 years of analyst experience Bilingual in French and English, strong communication skills, written and verbal in both languages A postsecondary education is required Preferred Qualifications Graduates with sound technical knowledge in operational activities and are responsible for the performance of duties as indicated in the procedures manual Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (ServiceNow preferred), ERP systems, and Microsoft Office Suite Good technical aptitude with an ability to learn quickly Typing speed 50 words per minute 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 focused Results driven High standards of integrity Attention to detail Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation based on fulltime employment for roles that may be hired as set forth below. The base pay range shown below is intended as a guideline to reflect the majority of offers for this role. It does not represent a maximum limit in some cases, actual compensation may exceed the range where appropriate. Role Location / Hourly Salary Range British Columbia / Ontario $18.65to$32.45 #J-18808-Ljbffr