Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 710,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com

Description: The ideal candidate will have experience managing digital intelligence teams and working closely with clients to understand their business needs in the digital analytics space. The candidate should have a well-developed knowledge of web analytics and optimization technologies, processes, and trends.

Position Overview

Responsible for supporting all methods of customer contact within the prescribed expectations for complex books of business. Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class. No telemarketing or collections are involved. In this role you will help customers with their warranty support issues and be part of a winning team. This is a full-time position, might be days or evenings and require working at least one weekend day (Saturday or Sunday) every week and cannot have Monday as a day off.

Essential Duties and Responsibilities

• Answer incoming customer communications from complex books of business, which will involve assessing caller’s needs, entitling the call through the use of software, analyzing the situation, and offering accurate solutions.
• Respond positively to customer’s questions in a timely manner.
• Research complex customer questions thoroughly to provide accurate information and solutions.
• Provide accurate information to the customer, anticipating future concerns and communicating next steps in the process effectively.
• Overcome customer objections via deft communication and de-escalation skills, to solve problems, instill confidence and build client brand-loyalty.
• Engage with other areas of the business as needed to meet customer needs.
• Act on behalf of the customer’s best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer.
• Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.
• Maintain a positive attitude and support client Commitment to Excellence.
• Maintain On-time attendance and schedule adherence.
• Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).
• Eventually participate in round tables for feedback on process improvements

Essential Knowledge, Skills, and Abilities

• Fluency C1 written and spoken English (Accent is acceptable)
• Proven interpersonal skills with emphasis on empathy and assurance.
• Ability to assess situations and respond appropriately, strong problem-solving skills.
• Professional attitude: Enthusiastic, willing to learn and quickly adapt to change, emotional intelligence & maturity
• Ability to multi-task between multiple phone lines/client programs (assess customer’s issue, research, enter notes, and maneuver multiple systems).
• PC literate (familiar with windows, MS office, remote desktops, and MS Teams).
• Needs to be available to work flexible schedule, including nights, weekends and holidays.

Education/Experience Requirements

• High school diploma or GED required.
• 6 months experience in a customer service and/or customer facing position is preferred.
• Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role.

What we offer

• Health and Life Insurance
• Accenture days, 3 additional vacation days
• On site doctor
• Birthday leave
• Internet reimbursement

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services — creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 742,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at

www.accenture.com.

Tipo de puesto: Tiempo completo