Job Description:
- Support operations of online advertising product
- Provide support to our online advertisers for all of their product related queries across multiple channels - chat, email and phone
- Outbound contact to selected portfolio of customers to upsell and proactively provide account optimization
- Proactive contact (new accounts)
- Campaign optimization and pitching features for existing and new customers
- Troubleshooting queries from customers
- Billing and payment processing
- Account activation and account optimization
- Account, campaign, budget and keywords management queries
- Complaints, fraud, and account hijacking queries
- Providing vital product insights and feedback from our customers to engineering
Success in this position requires exceptional consultative sales and client service skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results.
People Attributes
- Flexible and quick learner, able to adapt to continuously evolving client needs to help grow their business on the advertising platform
- Ability to understand your current clients’ processes and guidelines
- Ability to provide constructive feedback to the overall product, processes, and policies, as part of delivering and improving services delivery model
- Ability to research, perform account investigations, upsell, optimize, document, update and follow up on these issues and responses as they come up
- Focus on assisting clients by driving the right product adoption for the right client
- Professional customer service skills: solutions mindset, helping nature, passion for the customer and customer experience
- Resolve customer issues in a timely manner, pro-actively communicate to clients on progress and pro-actively identify areas where clients can improve how they use our solutions
- Self-driven with attention to detail and follow-through
- Ability to multi-task and work under pressure
- Excellent communication skills: verbal, written, listening skills
General Skills
- Bachelor degree or equivalent experience
- Min. 6 months of previous customer services experience , ideally within online related services
- Written and spoken fluency in business English and Polish
- Experience working in a B2B environment would be an asset
- Comfortable with a rapidly-changing environment
- Strong problem-solving skills
- Focus on end user and customer experience
- Localization: Kraków
- The ability to use your knowledge of foreign language on a daily basis at work (we serve our Clients in almost 30 foreign languages)
- Experience with a range of Clients and technology solutions which provides professional relevance
- Operating according to Lean Six Sigma philosophy
- Collaborating and learning from diverse and talented colleagues helps you “raise your game”
- Trainings and development tailored to help you achieve your potential
- New Joiners Programme including trainings
- Opportunity to engage in Corporate Social Responsibility initiatives
- We also think about your social life, at Accenture you will be able to take part in different initiatives like Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming and many others
- Social benefit packages including: private medical care, Sodexo vouchers, Benefit sport club cards, life insurance
- Friendly work atmosphere in multicultural environment
Poznaj
Accenture Sp. z o.o.
Accenture jest globalną firmą świadczącą usługi z zakresu konsultingu, nowoczesnych technologii i outsourcingu. Ponad 281 tys. pracowników Accenture świadczy usługi swoim klientom z ponad 120 krajów świata. Łącząc niezrównane doświadczenie, doskonałą znajomość wszystkich branż i funkcji biznesowych oraz rozległą wiedzę z badań nad najlepszymi firmami na całym świecie, Accenture współpracuje ze swoimi klientami, aby pomóc im stać się wysokoefektywnym przedsiębiorstwem.
W roku finansowym zamkniętym 31 sierpnia 2013 roku, Accenture osiągnęło przychody netto sięgające 28,6 miliarda dolarów. Strona internetowa firmy to www.accenture.com.