Customer Service (Logistics Service Representative) - San Jose, Plaza Real Cariari | Accenture Job

The Logistics Service Representative II – IB Agent will support our customer/client by answering inbound and making outbound calls. Providing high level personalized customer service in order to meet our member requests for transportation and assistance for approved members.

Responsibilities & Duties

• Answer 80+ inbound calls in a courteous and professional manner to assist customers with their transportation inquiries

• Coordinate all transportation arrangements utilizing Customer Relationship Management (CRM) Software

• Provide excellent customer service, follow-ups, updates, while resolving complaints, addressing escalations; and involving management when/as needed and

• Document customer interactions and/or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

• Dispatch transportation assignments and establishes partnerships with vendors

• Possess strong organizational skills for input of necessary procedural forms while preforming clerical duties i.e. faxing, copying, emailing, filling, etc.

• Take ownership of outbound/inbound customer, and client communications through various channels while working cross-functionally through programs, and special projects

• Update applicable Program Database(s) while following policy and procedures

• Meet or exceed key performance standards, quality objectives and performance goals

Qualifications

• 1+ year in a Customer service experience within a Contact Center

• Able to handled high call volume ( 80 – 90 call per day )

• High School Diploma or GED from an accredited institution required

• Proficient in English (95%+)

• Professional telephone etiquette

• Proficiency with Microsoft Office Suite

• Ability to effectively work within established contractual turnaround times

• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

• Attention to detail and accuracy

• Internet Speed Req: 30 Mbps download, 5 Mbps upload

• 80% of work should be remote, WFH Policy

PHYSICIAL REQUIREMENTS

• Will perform repeated movements that involve fingers, wrists and hands

• Constant movement of office machinery such as laptop, headset, phone, etc.

• Remaining in stationery position often sitting or standing for a prolonged period

• Quiet and limited distraction work from home environment