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IT Service Desk with German

Accenture

ROMANIA

1 zi în urmă

source : Wizbii

Accenture is looking for new colleagues in our team of enthusiasts that enjoy delivering the best practices and learning from the best!

Job Purpose

Good understanding of customer requests and ability to provide customers with proper & accurate response.

Key / Process data according to customer specifications and as per Job Instruction Manuals.

Job responsibilities

Customer Service agents support end user in day by day operations with specific applications;

Receives and assess claim according to defined procedures / routines;

Receives and logs all e-mail / web / phone call and ensures proper documentation;

Research of required information using available resources, user guides and match complaints with known errors and problems;

Support in using application functionalities, identification of possible workaround;

Identify and escalate priority issues;

Helps agents in routing complaints to appropriate second level group;

Adhere to the Service Level Agreement (SLAs) specified by the Client / Process in terms of quality, productivity and schedule;

Attend to information requests from customers and track the status of consignments on the system;

Handle operational queries with a sense of urgency and deliver an accurate final job;

Support the organization to achieve full compliance with corporate sustainability standards and focused on quality;

Address any problems / grievances with the Coordinator / Manager / that may have an impact on productivity and operations;

Take steps to improve performance based on coaching.

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