Customer Service Representative

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud, and security. With unmatched experience and specialized skills across more than 40 industries, we deliver Strategy & Consulting, Technology, Operations, and Accenture Song services. Our 700,000+ people serve clients in more than 120 countries, delivering meaningful impact through technology and human ingenuity.

Role Overview

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.

Key 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

Who Thrives in This Role

This role is well suited for individuals who:

• Demonstrate a customer‑focused approach in their work

• Are comfortable analyzing issues and making judgment‑based decisions within established guidelines

• Communicate clearly and professionally, particularly through written channels

• Are able to work effectively in structured and semi‑structured environments

• Value teamwork, accountability, and continuous improvement

Basic Qualifications

• Minimum 1 year of experience in customer service or customer support

• High School Diploma, CAEC (formerly GED), or equivalent

Preferred Qualifications

• 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

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 full-time employment, for roles that may be hired as set forth below.

The recruiting efforts for this position are intended to fill a brand new position.

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.

Information on benefits is here.

Role Location Hourly Salary Range

British Columbia/Ontario $19.23 to $19.23

St. Catharines, Ontario

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at www.accenture.com.