Accenture is a global management consulting, technology services and outsourcing company, with more than 336,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is 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.
Global Customer Experience Agent with English and Polish
Workplace: Kraków
Nr Ref.: 00319792
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
Qualifications
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
When applying please enclose the below statement:
"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.Check out all our job vacancies at our website: www.pracaaccenture.pl
www.facebook.com/AccentureOperationsPoland
"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.
www.facebook.com/AccentureOperationsPoland
