Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Accenture Operations is one of Accenture key capabilities dedicated to work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
Accenture Operations is one of Accenture key capabilities dedicated to work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
Client Support Agent with Polish and English language
Workplace: Bratysława
Nr Ref.: 00506137
What will be your responsibility:
Handle all incoming requirements from the Client business and suppliers of a procurement and accounting system nature, being the prime contact for customer enquiries. Use Support Works for call management providing users with estimated resolution timescales and escalate issues that cannot be resolved in line with defined procedures.
Ensuring telephone accessibility for the customers
- To pick up the telephone promptly as a priority over all other activities
- To answer incoming calls in the required time
- To use standard greetings and to be maximum polite
- To immediately inform the supervisor about the non-functionality of the telephony system
Managing proactivity and professional relationship
- To create and maintain partnerships between customer service and external as well as internal customers in order to keep stable customer base
- To demonstrate and use professional knowledge of the customer base and processing in a manner which is clearly understood
- To maintain and improve customer retention levels by developing professional relationship with customers
- Proactively initiate follow-up calls
- To fulfill secretarial duty as/when required by the direct manager
Informing external customer
- To provide timely, accurate and relevant service related information in order for them to be delighted
- Solves problems largely by precedent with referral to detailed instructions/procedures
- To ensure the continuous improvement of response time to complaints and queries
- To have full scale knowledge and to be able recommend the most appropriate solution for the customer and answer customer questions regarding our services
Other
- Recommend updates to procedures and user guide to team lead
- Escalate issues and seeks advise when faced with non-standard issues
- Able to recognize and act on non-standard situations and adapt work to business goals
- Required to share knowledge abd experience with others and with newcomers as well
- Audit support: Support vendor balance/audit certifications
Deliver quality service to client
- Improving customer satisfaction measured by the Customer Satisfaction Survey
- To continuously increase customer satisfaction by improvement of complaint handling performance in order to minimize customer loss
- To identify the best service solutions in order to increase the satisfaction
Qualifications
What we are looking for:
What we are looking for:
- Fluent Polish language - written and spoken (C1-C2 level)
- Advanced English language - written and spoken (B2-C1 level)
- Good interpersonal skills – professional and courteous
- Ability to work under pressure, and deal with difficult vendors
- Very good communication skills, both verbal and written
- Very good problem solving skills
- Ability to work effectively in a team environment
We offer:
- Place of Work: Bratislava – relocation needed with relocation package
- 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
