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Customer Service Analyst
Madrid
Job No. r00210935
Full-time - Hybrid
Descripción Del Puesto
#LI-EU
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design;technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.
Visit us at: www.accenture.com/song
Come and work at the heart of change
We are looking for an Analyst should have skills and knowledge about Digital Innovation applied to the Customer Service solutions. The Analyst will give support to Accenture Song Service Group to push initiatives, offering presales and consultancy services to the different business areas.
This responsibility requires of different previous professional experiences on Customer Service solutions: Consulting, Digital Innovation, Presales, Solution Architecture or CC assessments. Although previous experience on projects delivery is required, the responsibility will be focused on support the business development and dedicated to projects execution.
Key tasks and responsibilities
Presales and Consultancy activities:
- Provide advising on Customer Service Solution
- Understand customer’s problems and offer innovative solutions working with Song Service Practice.
- Driving the innovation of the business unit, helping on the presales, designing Technical Architectures, acting as interface between Song Service and business units.
Delivery activities:
- Functional analysis of business requirements
- Set up configuration of Contact center platform.
- Conversational flows, reports, and integration design.
Requisitos
- 1-2 years with experience in Customer Service, Contact Center, IVR/VA and Self-Service Solutions, with real knowledge on several of these areas:
- Digital Innovation solutions' for Customer Service services.
- CRM Integration.
- Social Network messaging integration (Facebook, Instagram, Whatsapp, …)
- IVR, Speech Recognition, Semantics Recognition, Linguistic processing, Voice to text and text to voice, etc.
- Omni-channel experience and Self-service solutions.
- Engineering or similar degree.
- English communication skills (written, verbal, presentation).
- Willingness to travel.
Experience required
- Presales and consultancy support including proposal's writing and delivery.
- Previous working experience in big customers (Telecom, Banking & Insurance, Utilities, etc.) in the Customer Service area as solution provider, integrator or consultant firm.
- Experience working with cross-functional teams such as business developers, software development, data scientists and technologists.
- Knowledge on Customer Service solution providers. (Magic Quadrant of Contact Center Infrastructure and Magic Quadrant of for the CRM Customer Engagement Center.
- Knowledge in Cloud Contact Center solution.
Skills/Knowledge Considered a Plus:
- Genesys cloud certification
- Salesforce service certification
Personal skills
- Passionate and enthusiastic about excellence, continually striving to exceed client expectations.
- Analytical and creative with strong influencing skills.
- Excellent communication skills, with the ability to maintain open, honest and trusting relationships.
- Able to multi-task and perform well under pressure.
- Careful attention to detail.
