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Payments Agent (Email and Chat) - Portuguese/Spanish

Dublin Job No. r00220138 Temporary

Job Description

Conditions:

  • Must be over 18 years of age
  • Working shift: 7 days a week rotational shifts (weekend and bank holiday shifts included) 8 am to 10 pm
  • Contract: 40 hours/week.
  • Location: Fully in the office, Sandyford, Dublin 18
  • Please note that credit checks will be required as part of the background checks for the role and will be conducted after the offer stage.

Sponsorship is not available for this role.

If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts.

Job Title: Payments Agent

Providing quality customer service is at the core of our team’s goals. As a Payments Agent, you will assist in achieving team goals by answering questions for users with payment-related queries.  Primary responsibilities are to explain the billing system, provide clarification about charges, and educate users on how to effectively utilize the platform. You will be responsible for achieving your own daily processing targets. You will also be responsible for engaging with team to promote high performance culture and great place to work.

Primary Responsibilities

  • Provide quality customer service by achieving consistent customer satisfaction (CSAT) ratings while always focusing on resolving cases efficiently and utilizing time productively
  • Assisting users with payment, billing system and other queries
  • Identify, recommend and implement process improvements
  • Proactively ask question and maintain an awareness of the client’s business, operational activities, and processes within their team area
  • Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required
  • Requires professional interaction and communication, both within the Accenture organization and with client contacts.
  • Review, classify and/or eliminate sensitive content
  • Understand and remain updated on changing client policies and guidelines
  • Investigate, resolve, and relay complex content issues to the broader Trust and Safety team within agreed-upon turnaround times and standards of quality

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.


Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.

You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the user may be exposed to flashing lights or contrasting light and dark patterns.

Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their job role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

In the context of this role, individuals will be exposed to potentially disturbing content, and will need a level of resilience and maturity. Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images.

Must be comfortable reviewing sensitive content including graphic pornography, violence, drug use, child abuse, etc.

Majority of your time will be spent on general content music, sports, beauty, fashion, kids, etc. but you will come across some sensitive content on a weekly basis.

WHY ACCENTURE

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 459,000 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

INCLUSION AND DIVERSITY

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace. Click here

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com

Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images

Qualifications

  • Required Skills & Experience

  • Minimum of 1 year Customer Service Experience in an office/tech industry environment
  • Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values
  • Strong attention to details
  • Excellent Problem Solving and Organization Skills
  • Self-motivated to work independently, with minimal supervision
  • Excellent time management skills and ability 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
  • Team player capable of proactively learning on the job
  • If you are a recent Graduate with some experience in Customer Service or Delivery environment we  also want to hear from you
  • Strong coping, emotional resilience, and stress-management skills
  • Excellent comprehension, communication, and (insert language) skills
  • Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
  • Strong attention to detail
  • Comfort synthesizing and analyzing information from multiple streams
  • Strong critical thinking and decision-making skills

Working Environment

  • Service Delivery and Target Driven environment
  • Willing to work across different shift hours – including weekend hours
  • Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods
  • Work with integrity, confidentiality and professionalism

As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.

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