Job Description

Accenture Ottawa is growing! Did you know that our Customer Service Associate (Sales & Marketing) 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 full-time permanent positions with a comprehensive total rewards package!
  • Accenture has also been ranked a Canada Top Employer for 11 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)
  • A comprehensive total rewards package (health and dental benefits, wellness programs, paid sick leave, generous time off, RRSP, and more!)
  • 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.
  • Full-time positions scheduled between 35 and 44 hours per week.
  • Flexibility to select your assigned schedule every month based on your performance
  • Annual merit increases based on performance
  • Recognition for individual efforts
  • 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.
 
Job Description
 
Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.
A professional at this position level within Accenture has the following responsibilities: 
  • Solves routine problems largely through precedent and referral to general guidelines
  • Interacts within own team and with direct supervisor.
  • Receives detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
  • Decisions impact own work.
  • Individual contributor as a part of a team, with a predetermined, focused scope of work. 
Duties
  • Contacting new and existing clients (Agencies or Advertisers) via telephone, chat and email on a daily basis, identifying sales opportunities and providing these businesses with the best solution for their business goal.
  • Improve client’s experience by driving optimal and appropriate product adoption
  • When applicable, manage a portfolio (book of clients) of SMB clients with responsibility for growing revenue.
  • When within scope and area of knowledge, provide pre and post-sales assistance for all applicable products.
  • Become an expert on all Social Media Advertising solutions.
  • Ability to identify trends and solve problems.
  • Providing vital product insights & feedbacks, from their own experience using the Social Media Products and sharing the feedback from the Social Media Advertisers.
  • Champion and produce success stories for advertisers who have had success in growing their business by using the Social Media products.
  • Use a variety of tools to be able to properly communicate and drive Advertiser’s business to success.
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Qualifications

Basic Qualifications
  • 1 year of experience in Customer Service
  • High School Diploma or equivalent
  • Good to excellent computer skills with technical expertise
 
Preferred Qualifications
  • Technical experience, digital experience a plus
  • Experience using social media
  • Experience in working in a sales environment with sales targets or quotas
  • Familiarity with online advertising products
  
Professional Skill Requirements
  • Excellent listening and interpersonal skills
  • Exceptional grammar and typing accuracy skills 
  • Superior writing skills
  • Good to excellent computer skills
  • Ability to work independently and exercise good judgment
  • Dedication to continuous improvement and customer service excellence
  • Flexible and quick learner, able to adapt to continuously evolving needs to help clients grow their business on the advertising platform 
  • Professional customer service skills with a strong phone presence solutions mindset, helping nature, passion for the customer and customer experience 
  • Ability to work creatively and analytically in a problem-solving environment 
  • Identify areas where clients can improve how they use our solutions 
  • Self-driven with attention to detail and follow through 
  • Eagerness to contribute in a team-oriented environment 
  • Demonstrated teamwork and collaboration in a 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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