HR Service Delivery Associate

1 Month ago • 1-3 Years • Human Resource

Job Summary

Job Description

Accenture is seeking an HR Service Delivery Associate to provide high-quality Tier 2 customer support with a focus on issue resolution and customer satisfaction. The role involves adhering to client and internal processes for inbound calls, emails, and chats, and escalating unresolved issues. The associate will utilize customer service technologies like Ticket Tracking Systems (ServiceNow preferred), ERP systems, Microsoft Office Suite, and Internet Explorer. Key responsibilities include logging interactions, providing recruitment support to candidates, offering navigational support on self-service portals, conducting security verifications in line with GDPR, placing outbound calls when needed, and maintaining exceptional call/data quality standards. The associate will also contribute to the team, adhere to company policies, update process repositories, and minimize customer complaints through exceptional service. The shift will cover various United States time zones, and flexibility in work week (Monday-Friday, Tuesday-Saturday, Wednesday-Sunday) is required.
Must have:
  • Workday Recruiting skills
  • Provide Tier 2 customer support
  • Log interactions in required tools
  • Provide recruitment support
  • Adhere to security verification policies
  • Typing speed of 50 WPM
  • Work under pressure
  • Team player
  • Punctual and disciplined
Good to have:
  • Prior international BPO experience
  • Ability to work flexible hours
  • Positive attitude
  • Quick learner
  • Customer focused
  • Results driven
  • High integrity
  • Attention to detail

Job Details

Skill required: Talent Acquisition - Workday Recruiting
Designation: HR Service Delivery Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? 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 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 • Typing speed – 50 words per minute
What are we looking for? • Prior international BPO work experience preferred • 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
Roles and Responsibilities: 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 • Minimize customer complaints and escalations by providing exceptional service and call control • Shift will be in any of United States of America time zones • Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

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About The Company

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and . Accenture helps organizations deliver on their promises to stakeholders and provide exceptional value. They help to improve the way that the world works and lives.

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