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Multitask Agent with strong attention to details required in Accenture

Job Location: Dublin

Regional Description: Ireland

Job Number: 00584684

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- Job description

Kindly, apply through the link below for this position:

 

https://globalcxaccenture.avature.net/opportunities/JobDetail/Dublin-Ireland-Accenture-Operations-is-now-hiring-Metro-Access-Dispatch-Agent/4583?jobId=4583



This is your time to become part of Accenture Operations' family. 

 

This is your time to become part of Accenture Operations' family. 

 

We are looking for candidates with strong multitasking skills to enhance our process into the telecommunication industry. 

 

Job Description:

  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
  • Perform tactical management for worldwide vendor interface functions, coordinating and managing site access lists and requests, material receipts/shipments, remote hands requests, and similar operational functions.
  • This position will be the primary interface point between internal site access requests and external vendors, and will rigorously follow established processes.
  • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
  • Develops and maintains knowledge of customer and customer specific business environment
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
  • Share information required for the team to be successful
  • Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings
  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May promote client products and services by suggesting additional or alternative products to meet customer’s needs
  •  May perform follow up on incidents with customer to ensure customer satisfaction
  • Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.
  • Identify process improvement opportunities
  • May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
  • 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
  • Manages the dispatch of metro based field technicians
  • Coordinates customer requested work to be completed by the field technicians and ensures completion

Skills Needed:
  • College graduate of any 4-year course (or at least 2 years in college but with 2-3 years’ relevant work experience)
  • Excellent English speaking skills
  • Excellent customer service and phone skills
  • Problem solving or troubleshooting experience
  • Must have worked in support or operations type environment such as Customer service agent or call centre or Technical support staff or service engineer etc
  • Must have experience in work towards managing customers
  • Experience in interacting with other professionals in a working environment.
  • Experience with working according to plan
  • Intermediate knowledge of Microsoft Office tools, with a concentration on Microsoft Excel (VLOOKUPS, basic search and math functions)
  • Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client. New ways of working and a changing environment requires the ability to quickly learn and adapt.
  • Excellent documentation and data entry skills
  • Experience in the telco industry is preferred

Apply now with your most up to date CV!

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