Job Description

Social Media Customer Support

 
 

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 unauthorized 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 inquiries


Required Skills/Competencies/Experience

 
  • Fluency in English plus excellent native-level written and verbal communication skills in the language of support, with minimum 2 years’ experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)
  • Incredible communicator:
    • Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
    • Must be able to grasp complex and sometimes technical concepts, and relate them to our users in an easily understandable way
    • Ability to communicate complex issues in a friendly and easy to understand format
  • Customer service mindset. Strong customer/user focus wit the desire to help and put users first. Ability to empathize and relate to users is key to this role
  • Tech-savvy
  • Internet savvy, understand the players in this space
  • Digital literacy, ability to troubleshoot complex issues
  • Demonstrating speed, agility, critical-thinking, and problem-solving skills
  • Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process changes
  • Experience with prioritizing multiple tasks in a fast-paced and ambiguous environment
  • Significant attention to detail
  • Team player with an ability to work in a fast-paced, collaborative and constantly evolving environment
  • Strong work ethic and ability to work with minimal supervision.




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Qualifications

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

 

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.

 

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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