Customer Service Representative

Accenture•St. Catharines, ON

1d•Onsite

About The Position

As a Customer Service Representative within Accenture’s Customer Support and Business Process Delivery teams, you will support customers by managing inquiries and senior‑level escalations across non‑voice channels. You will apply critical thinking, sound judgment, and clear written communication to resolve complex issues and deliver consistent, high‑quality outcomes. This is a non‑scripted role where similar customer situations may require different resolutions depending on context and impact. You will contribute to a positive customer experience while ensuring cases are resolved within established Service Level Agreements (SLAs) and supporting continuous improvement across the support operation.

Requirements

Minimum 1 year of experience in customer service or customer support
High School Diploma, CAEC (formerly GED), or equivalent

Nice To Haves

Experience handling escalations or complex customer issues
Strong written and verbal communication skills
Strong typing proficiency
Demonstrated ability to work across non‑voice support channels
Ability to analyze information and make appropriate decisions
Familiarity with CRM or customer support tools
Strong time management and multitasking skills

Responsibilities

Take accountability for handling senior‑level escalations or customer complaints received via various channels, as required
Complete and resolve non‑call customer contact requests received through email, web, or written correspondence
Perform outbound customer contacts, as needed, to gather information, provide updates, follow up on open cases, or support service actions (e.g., billing follow‑ups)
Monitor, track, and manage incidents to ensure resolution occurs within established SLAs
Investigate customer issues, identify root causes, and determine appropriate resolutions using defined guidelines and professional judgment
Liaise with internal teams, retail locations, vendors, or product partners to support timely issue resolution
Prepare clear, professional, and well‑structured written communications for customers and internal stakeholders
Support process improvement and first‑time quality initiatives within the customer support operation
May assist with resource planning or workload coordination to support team coverage and performance targets
May support refresher training efforts, including recommending updates to existing training content and assisting with the development of training materials
Contribute to a collaborative, team‑oriented environment through knowledge sharing and problem solving