Job Description

Positions Based in St. Catharines, Ontario

Accenture Niagara is growing! Did you know that our Customer Service Associate (Client Services Support Representative) work on behalf of a leading global social media giant?

We're looking for motivated individuals who enjoy a challenge! You don't need to be a Social Media expert to apply. Accenture provides extensive training & industry expertise to develop our employees into trusted marketing advisors!

*** We temporarily shifted this position to a virtual environment, until our offices re-open.*** Equipment Provided

What sets us apart from other employers?

  • We offer a $17 per hour starting wage and a $1000 sign-on bonus!

  • We offer our employees fast-tracked opportunities for growth; many of our new hires are provided with advancement opportunities within 6 – 12 months after starting with Accenture.

  • Accenture has also been ranked a Canada Top Employer for 12 consecutive years.

What can you expect from us?

Here are a few benefits you can expect when working with a rock star team at Accenture:

  • Competitive hourly rate ($17 base to start)

  • Annual merit increases based on performance

  • Recognition for individual efforts

  • Sign-on bonus of $1000

  • Accenture will reimburse up to $315 of your office equipment and technology business expenses

  • Shift premiums for working evenings and weekends.

  • Language premiums of $4/hour for bilingual customer inquiries via email, webchat and/or calls. The language premium program is market driven and Accenture may amend, change, alter or discontinue this program at any time as market conditions warrant. To be eligible for the language premium, skilled individuals need to receive a passing score upon completing the standardized Accenture language testing and must be successfully staffed in the bilingual queues.

  • NOC Code: 6552

  • Full-time positions scheduled up to 44 hours per week. Typically shifts are not lowered below 35 hours per week unless on a voluntary basis.

  • Flexibility to select your assigned schedule every month based on your performance

  • Spacious workstations with updated technology platforms and equipment

  • Supportive environment to assist with individual success

  • Opportunities for continued self-development with access to extension online courses

  • Professional development attending comprehensive paid training from 2 to 8+ weeks upon hire

  • Extensive post-training coaching and support for up to 3 months

  • A sense of community! We pride ourselves on our inclusive, open, and engaging work environment

  • Opportunity to give back to the community supporting local causes and volunteer efforts.

What would your day-to-day look like?

You can work with purpose daily experiencing the following:

  • Sense of achievement providing excellent customer service

  • Fulfilling work satisfying customer expectations in a way that also complies with best practices

  • Demonstrating empathy to customers concerns through multiple channels which may include email, webchat and telephony.

  • Maintaining high customer satisfaction ratings and service level agreements.

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement. 

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

The incumbent is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs are resolved in a timely fashion.

The role includes some or all of the following key responsibilities:  

  • Support and expand Social Media's self-serve advertising customer base

  • Demonstrate the value of Social Media's advertising solutions and provide pre and post-sales support for all self-service products.

  •  Perform chat, email and phone support for small and medium companies from North America. 

  • Provide product and basic tool support to improve their experience and drive higher spend. 

  • Provide suggestions to improve process & workflows 

  • Receive and log internal and/or external customer problem/request/issue and ensure proper documentation

  • Perform customer request/problem identification and follow defined procedures to resolve correctly

  • Develop and maintain knowledge of customer and customer-specific business environment

  • Develop and maintain an understanding of customer Service Level Agreements and department’s/product’s key performance requirements

  • Perform incident notification and escalation to ensure problems/requests/issues are communicated  

  • Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution

  • 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

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Qualifications

Basic Qualifications

  • High School Diploma or GED
  • Min 1 yr of customer service
  • Familiarity with online advertising products
  • Superior communication skills
  • Ability to work all shifts as required (including holidays)
  • PC skills and keyboarding skills
  • Experience using social media

 Professional Skill Requirements

  • Flexible and quick learners, able to adapt to continuously evolving needs of both the business and the customer
  • Self-driven with attention to detail and follow through Strong analytical and decision making skills that demonstrate good judgment
  • High level of professional customer service skills solutions mindset, helping nature, passion for the customer and customer experience
  • Demonstrate speed, agility, critical thinking, and problem solving skills in their work
  • Ability to ramp up quickly
  • Ability to multitask and work under pressure
  • Uses knowledge base and a sensible business approach to confidently make decisions Superior communication skills verbal, written, and listening skills
  • Demonstrate forward, innovative thinking
  • Demonstrated leadership in professional setting; either military or civilian

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email.

Other Employment Statements

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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