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 helps clients achieve new value and productivity from their business processes by applying analytics, process acumen and industry expertise to the transactional data and processes we manage and operate on our clients’ behalf.
What will you do:
As a key player in the Global Customer Solutions Team, the Global Customer Support (GCS) Agent will have responsibility to monitor and respond to clients’ specific typology of requests (invoice copies etc.) in line with service levels agreed with the client and to ensure that proper quality control checks are performed. The agent will be the first point of contact for thousands of customers as well as internal stakeholders and as such will need to deliver timely, accurate and predictable service.
- Identify and respond to customers’ requests (both internal and external) resolving their queries, act as a first point of contact via email in line with agreed service levels
- Take ownership of customers’ issues ensuring end to end service with an emphasis on excellent customer satisfaction and attention to detail
- Ensure all queries are processed as per SLA’s (Service Level Agreements) and KPIs (Key Performance Indicators) which are set out for the team
- Ensure understanding of team SLAs & KPIs and align to management’s vision and direction
- Demonstrate an in-depth knowledge of products and services offered by the client
- Proficient English business communication skills; verbal and written
- Must be competent in Microsoft Office (All Products)
- Initiative, Solution Orientation
- Collaboration, Building Strong relationships
- Support for your career and competences development – learning from colleagues, courses and trainings, allowing you to boost your skills and become #BEFUTUREPROOF
- Using foreign language and new technology solutions daily, cooperating with various Clients
- CSR activities and rich social life – Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming
- Full work comfort – private medical care, life insurance, access to MyBenefit platform
