Bring your talent and passion to Accenture sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.
We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
With more than people serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.
We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.
In Accenture Technology, we investigate and explore new technologies to determine how our clients can use them helping their business innovate, grow and improve.
Preferred Skills and Proficiency Expectations :
Knowledge in German language (B2)
Customer Interaction Handling
Problem Solving & Escalation Management
Service Level Agreement understanding / handling
Organization skills, attention to detail and follow through to resolve any outstanding issues
Good technical aptitude with an ability to learn quickly
Fluent in client’s language and at least Upper Intermediate English
Time management and administrative skills
Written and verbal communication skills : manages internal communications and external / client communications
Discretion, professionalism, confidentiality and judgment.
Computer literacy and working knowledge of Microsoft Office
Ability to operate office equipment ( printer, phone, photocopier, etc.)
Team player with interpersonal and conflict management skills
Self-Motivated, positive attitude and approach.
Flexibility to take on additional responsibility and tasks when required
Flexibility to do overtime when need
Key Responsibilities :
Receives and logs internal and / or external customer problem / request / issue and ensures proper documentation
Performs customer request / problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure problems / requests / issues are communicated effectively and receive proper management attention
Develops and maintains knowledge of customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department’s / product’s key performance requirements
Establish, monitor and evaluate system metrics to identify vulnerabilities and problem trends :
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
Shares information required for the team to be successful
Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings
Develops and maintains incident management and knowledge management tools, client information systems, and service desk procedures
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
May perform follow up on incidents with customer to ensure customer satisfaction
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
May take accountability for effectively handling senior level escalations or customer complaints received via various sources
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
May complete and resolve non-call customer contact requests received by web or e-mail
May complete outbound customer contacts to resolve customer issues or recommend products or services, , request bill payment, follow up on customer issues
May deliver new hire training and refresher training
Provide customized information, reports, or other forms of support
Provide clients with factual information and analysis on systems and application status
Act as a liaison between the client and the Accenture teams in order to support our client needs
Participate in operational support, ensuring production systems and devices are online and available;
Reasons for being our colleague :
Continuous growth in a positive and multicultural work environment
We take care to help you gain skills, knowledge and experience, together with highly marketable specialists
Opportunity to work on complex projects for Global TOP Clients
Personalized benefits package, including : meal vouchers, public transportation, medical services, private pension, life insurance, gym