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Social Media Customer Support - Fluent German

Job Location: Dublin

Regional Description: Ireland

Job Number: 00627598


- Job description

Role Summary

Our mission is to provide the ultimate support experience through best-in-class service for end users by being the voice in Social Media and Forum channels of our client.


As a social media & community support agent, you will handle questions and escalations, help forums and other channels. You will quickly adapt and respond to industry changes as well as internal initiatives.


Roles and Responsibilities

      Ensuring excellent customer satisfaction and driving issues’ resolution

      Supporting user queries relating to video uploads, account verification, channel transfer, user URL and copyright in a friendly and accurate manner

      Troubleshooting and help resolving technical issues

      Customer education on related products

      Collaboratively share feedback and data insights. Uphold our brand voice and develop a meaningful, genuine rapport with our online communities 

Required Skills/Competencies/Experience

      Fluency in English and an additional native-level EU language

      2 years minimum experience in social media 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


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