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Customer Success representative - German
Malaga
Job No. r00266320
Full-time - Hybrid
Descripción Del Puesto
We transform our clients' operations through technology and data thanks to a team of over 740,000 people worldwide. If you feel you can take on the challenge and would like to join a Great Place To Work®, Accenture is your place.
We are looking for an Customer Success Representative to join our growing office in Malaga. The right candidate will join a fun and energetic team that offers digital marketing expertise to the European market and will be an integral part of growing our business.
Job Purpose: Provide support to unmanaged advertisers using Ads ManagerAd Studio
Responsibilities:
- Support for Advertisers: Provide first-level assistance to advertisers using Ads Manager/Ad Studio, ensuring timely resolution and positive client experiences.
- Query Management: Handle chat-based queries, requests, and feedback with critical thinking and tailored responses, supplemented by templates when necessary.
- Sales Opportunities: Identify and act on sales opportunities, either by passing them to the Sales team or providing consultative support directly.
- Product Knowledge: Deliver accurate and detailed knowledge of Ads Manager/Ad Studio products to advertisers.
- Issue Escalation: Log issues in internal systems and escalate technical queries to support teams.
- Ad Hoc Tasks: Perform occasional tasks outside the regular chat queue.
- Billing Support: Set up invoicing, submit ICRs, address billing queries, and process refunds for eligible advertisers.
- Fraud Prevention: Detect and mitigate fraudulent activity.
Requisitos
Requirements
- Experience: At least 1 year of experience as a chat customer success representative in a similar role.
- Languages: Native fluency in German (C2 level).
- English proficiency at B2 level or higher is required.
- Skills: Quick learner with attention to detail, critical thinker capable of crafting personalized responses, excellent troubleshooting and problem-solving abilities, and strong written and verbal communication skills.
- Interest and Motivation: Interest in advertising and marketing, highly motivated, proactive, adaptable to change, and a team player who can also work independently.
- Additional Skills: Prior experience with Salesforce case management is a plus.
