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 approximately 373,000 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.
For one of the most recognizable online Search Engine we are currently looking for candidates to join the position of Global Customer Experience Agent. In your daily activities you will be responsible for providing high quality customer service to customers from DACH region. This person will support end users of online advertising platform.
Global Customer Experience Agent with English and German
Workplace: Kraków
Nr Ref.: 00346877
Key responsibilities
- 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
- Campaign optimization and pitching features for existing and new customers
- Troubleshooting queries from customers
- 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
Qualifications
- min. 6 months of previous customer services experience , ideally within online related services
- C1/B2 level of English and German
- 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
- 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
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.
We offer
- Work for one of the most recognizable IT company as a client
- Social benefit packages including: private medical care, Sodexo vouchers, Benefit sport club cards, life insurance
- Friendly work atmosphere in multicultural environment
- Full time employment contract and great salary
- Referral program with monetary awards.
- Unique office environment with catering for employees, drinks and game rooms.
- The ability to use your knowledge of foreign language on a daily basis at work
- Experience with a range of Clients and technology solutions which provides professional relevance
- 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 Program including trainings
- Opportunity to engage in Corporate Social Responsibility initiatives
