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Permanent role- Germans Speakers - Client Support Subscription

Job Location: Dublin

Regional Description: Ireland

Job Number: 00592548

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- Job description

 

Permanent role- Germans Speakers - Client Support Subscription 

Role Summary

Our team is all about focusing on Partner Content and Commerce Operations.

 

Roles and Responsibilities

 

      Emphasis on driving high customer satisfaction and resolution

      Supporting users queries in relation to paid content (movies, TV shows, paid channels)

      Troubleshooting and helping resolve video playback issues

      Process refunds for accidental and unauthorised purchases

      Customer education on supported devices, purchase processes and features

      Collaboratively sharing feedback through appropriate channels related to tools, processes or systemic user/product issues

      Ensuring excellent customer satisfaction

      Following pre-defined workflows when responding to customer inquires


Required Skills/Competencies/Experience

     Fluency in English and Fluent German

      Experience in Customer Support

      Excellent communication skills:

o    Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

o    Must be able to grasp complex and sometimes technical concepts, and explain them to a non-technical audience in a friendly and easy to understand format

      Strong, relatable social post skills. Ability to respond timely and transparently to users

      Tech-savvy, regular user of video sharing platforms and cloud storage solutions 

      Demonstrates quick and effective critical-thinking and problem-solving skills

      Diligent daily monitoring of and response to direct mentions, both public and private, on all necessary platforms

      Strong customer support skills with the desire to help, empathize and relate to users

      Internet savvy, understand the players in this space

    Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process and industry changes

      Efficiency in prioritizing tasks in a fast paced environment

      Significant attention to detail

      Strong work ethic and ability to work with minimal supervision

      Ability to work under pressure

 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.


Disclaimer

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

 

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