Fresh Jobs at Accenture

WHAT WE DO

• We like to say that we are „tech-4-good disrupters” which – in everyday work – translates into shaping responsible business. We work with our clients and in our communities to build solutions that improve the lives of millions around the world, now and for the next generations. Accenture is worldwide industry leader, continually recognized as a best-in-class technology innovator by independent, third-party networks and research organizations, such as Gartner, IDC and Forrester.

THE WORK

• Innovate with the power of intelligent platforms: Apply digital capabilities, innovation and industry expertise on top of the leading core platforms to help clients drive large-scale, enterprise-wide transformation.
• Power people with intelligent automation: Combine automation technologies and data with other AI solutions, such as text, voice, image, video, sensors and agents to make processes more efficient.
• Gain deep industry and cross-domain experience: Our industry leadership and depth of insight is best in class. Approximately 224,000 Accenture employees have certified industry skills or are aligned with a specific industry
• Create customized software solutions: Turn innovative ideas into business differentiation with software customized for clients’ business, using data, the cloud, AI and other new tech.

As an Analyst you will be involved in the following:

• Identifying Opportunities: Assessing where the client is today, so we can identify ways to improve their business: gather, synthesise, visualise and analyse client information using research, interviews, workshops and analytic tools.
• Defining Client Needs: Identifying and documenting business requirements, so that we and the client understand and agree on what needs to change and take advantage of new opportunities.
• Designing the Future: Working with the client to design new business processes, technology requirements, and the plan for how we bring these changes to life using processes, technology and people.
• Guiding our Clients: Defining how the client will evolve to the new stage—define the impact of the changes and the steps we will take to help the leaders, employees, customers and others adapt quickly to new ways of working.

WHAT’S ON OFFER?

Training & Development

• Accenture offers exceptional development and career progression opportunities. We’ll invest in your development from your first day and ensure you have all the training you need to hit the ground running. We provide a structured and detailed induction programme with our supportive graduate community. You can also look forward to mentorship from some of our most successful leaders.
• Within your first year, you will get an opportunity to attend structured blocks of learning throughout the year, where you will further develop and enhance your skills.
• We encourage and facilitate our graduate employees to consistently develop their skills through frequent training sessions and our extensive, on-demand, learning platform. 
• Career Progression
• In our fast-growing Analyst group, we help you progress at a pace that suits you. Each employee is assigned a dedicated People Lead—a senior colleague who supports your career planning, training, and development. They will guide you on your path to promotion, which is based on individual performance and business needs.

Set yourself apart by demonstrating the following skills and attributes: 

• Effective communication
• Relationship building
• Problem solving
• Creativity
• High learning agility
• Adaptability
• Taking initiative
• Results-oriented

Qualifications

• Bachelors degree

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OVERALL PURPOSE OF JOB:

The First Tier Customer Service Representative will:

• The representative will support approximately 200 National and Provincial Departments using the BAS application.
• Act as the first point of contact for BAS System Controllers when they experience issues that cannot be resolved at the department in relation to the BAS application. The focus will be on inbound communication via telephone calls and e-mail requests.
• Be responsible to log requests on HEAT IT Service Management Tool, attempt first line resolution of requests or forward requests to the second line of support for further investigation.  

MAIN RESPONSIBILITIES/TASKS:

• Acting as a first line of contact for the Application Support team.  Promptly answer and conclude telephone calls by ensuring queue time of less than 60 seconds and an abandon rate of less than 5%.
• Ensure that requests received via the telephone and e-mail are logged promptly and with sufficient information to facilitate problem resolution.
• Support the users in the effective use of BAS and assist them to manage the issues experienced.  Aim is to resolve 10% of issues at first tier level.  
• All requests that cannot be resolved at first tier, should be forwarded to the second tier for further investigation.
• Attend to user enquiries and ensure that requests reflect necessary information.
• Re-route all unidentified calls meant for other transversal contact centres via official channels.
• Support the users in the effective use of BAS and address system related issues.
• Set up and facilitate all communication (inbound and outbound) e.g., system related messages, user satisfaction surveys, user enquiries and status calls.
• Provide basic support on using the BAS application.
• Have an overall understanding of activities related to BAS at the departments and to highlight risk areas to the First Tier Supervisor.
• Understand how other systems utilised by the department (e.g., PERSAL, LOGIS, Vulindlela, etc.) impacts BAS and financial activities at the department.
• Systematically collect information about the user needs, challenges and suggestions/workarounds and include in the weekly status report to the first tier Supervisor.

Administration Responsibilities:

• Weekly administrative duties need to be performed:
•  Completion of client attendance register,
•  Turnaround reflecting hours worked, and 
•  Status report to team supervisor.
•  Bi-monthly administrative duties need to be performed:
•  Time report reflecting hours worked.
•  Monthly administrative duties need to be performed:
•  DG statistics.
•  Service Performance Reports.
•  Progress Reports.
• Quartely administrative duties need to be performed:
•  Service Attainment Reports.

KNOWLEDGE AND SKILLS:

• ITIL Foundation skills preferable.
• Customer care / call centre skills.
• Good understanding of financial processes e.g., budget cycle, debt management, payment cycle, revenue collection, month-end, and financial year-end processes.  Basic accounting skills preferable. 
• Probing and good listening skills.
• Ability to work independently, without constant supervision.
• Ability to make decisions.
• Good oral communication skills.
• Good interpersonal skills.  Must be able to build professional relationships with client and user community.
• Time management skills.
• Basic quality management skills.
• PC literate and experience in MS products (Word, Excel, and PowerPoint).
• Good typing skills.

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

• Minimum of 2 years' workings experience working in a call centre environment.
•  A 3-year tertiary qualification related to accounting is required e.g., National Diploma in Cost and Management Accounting or Call Centre Qualification. Required Accounting Background.  

PERSONAL SKILLS:

• Mature individual.
• Must be able to work under comply to deadlines.
• Attention to detail.
• Service delivery and outcome focused.
• Responsible and reliable.
• Flexible.
• Team player

Qualifications

• Minimum of 2 years' workings experience working in a call centre environment.
• A 3-year tertiary qualification related to accounting is required e.g., National Diploma in Cost and Management Accounting or Call Centre Qualification. Required Accounting Background.