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IT Service Desk with German
Accenture
ROMANIA
2 zile 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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