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GSO Senior Agent

Job Location: Dublin

Regional Description: Ireland

Job Number: 00663684


- Job description

Role summary:

Providing quality service is at the core of our team’s goals. As a Senior Agent, you will assist achieving team goals by supporting the team members with the following:  assisting with training activities, answering questions for the team and users with General Support related queries.  You will also have responsibility for achieving your own daily review targets and for executing some of the more complex delivery items. Support the Team Lead in providing clarification around process changes, updating the team on new processes and educating agents on best practices. You will also be responsible for engaging with team to promote high performance culture and great place to work.


Key Responsibilities:
  • Provide quality service, achieve consistent Quality ratings while always focusing on resolving cases efficiently and utilizing time productively
  • Ability to recognize usual and unusual trends or variations
  • Demonstrates the ability to work as part of a team, and a clear understanding of how assigned responsibilities impact other processes and the work of other people.
  • Assists with training new joiners and Agent team members when required
  • Identifies, recommends and implements process improvements and work insights
  • Proactively asks questions and maintains an awareness of the client’s business, operational activities, and processes within their team area
  • Communicates relevant information on a timely basis to Associate & Team Leads and escalate issues or complex delivery items when required
  • Support the sharing of process knowledge and best practices within the team and across the engagement, and can impact and influence others
  • Adaptable to learn new processes, concepts, and skills
  • Assist in identifying solutions to more complex customer issues
  • Self-motivated to work independently, with minimal supervision
  • Requires professional interaction and communication, both within the Accenture organization and with client contacts. May be called upon to represent operational updates on behalf of Accenture to the client

Profile Attributes:

  • At least 1-2 year Customer Service Experience required
  • Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values
  • Positive, target delivery focused attitude and experience of a service delivery environment desirable
  • Excellent time management skills and able to proactively and independently manage workload and targets
  • Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately
  • Familiar with MS Office (or similar Office applications, Slack, Trello etc) and able to manage multiple tools / web browsers at one time
  • Excellent Problem Solving and Organisation Skills
  • Team player capable of proactively learning on the job, sharing information and skills in a global team environment and support junior members of the team

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

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