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Management Consulting Digital Customer Service Consultant

Job Location: Warsaw

Regional Description: Poland

Job Number: 00516545

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- Job description

 

Looking for a rewarding career with global impact?  Then consider Accenture’s rapidly expanding Capability Network with approximately 3,000 Management Consulting and Strategy professionals based in a network of prominent locations around the world. 
  
Capability Network Professionals: 
  • Love the variety and excitement of moving from project to project
  • Thrive in a fast-paced, inclusive environment with countless opportunities to learn and grow
  • Collaborate with diverse organizations on groundbreaking projects
  • Enjoy the camaraderie of working together towards a common goal and forming lasting friendships 
If this sounds like the right team for you, we invite you to read on - and visit https://thenew.is/

 

Meet the Customers & Channels Team

 

Accenture Customers & Channels experts give customer service executives the power to achieve true customer-centricity and reinvent customer service to:
  • Improve customer satisfaction at the transactional and relationship levels.
  • Get the right answer to the right customer through the right channel at the right time.
  • Develop cost-efficient service delivery that balances value to the customer with enterprise value.
  • Enable a differentiated service proposition across the entire value chain and customer life cycle.
YOUR ROLE
Although no two days at Accenture are the same, as Digital Customer Service Consultant in our C&C practice, a typical day might include:
 
 
Challenging how do customers get better service and how we can reduce cost to service.
  • Drive Unified Caring & Customer Information
  • Shift to Self Services ( Visual IVR, MobApps) and Artificial Intelligence
  • Automate Processes with Robotics
  • Increase Efficiency with lean Call Center & Field Service Operations

Iimproving Customer Experience, challenging how do customers best interact across all channels

  • Enable Omni Channel Digital Experience
  • Increase Digital and Mobile Touchpoints
  • Drive Personalized & Context based User Journeys
  • Measure and apply customer satisfation (medallia like solutions )

 YOUR EXPERIENCE:

  • Minimum bachelor’s degree
  • 2+ years of experience within Consulting (preferred) and/or other industry experience
  • Depending on your experience you will be considered for Analyst or Consultant position
  • Solid knowledge and direct experience in leading transformative changes in digital or analog customer service: Customer service process definition, functional / technical design for and implementation of / changes to underlying technology
  • Overall understanding of how to drive performance (e.g., improving customer experience, improving revenue through superior service, reducing cost-to-serve)
  • Experience across customer service channels (e.g., face-to-face interactions, call center, IVR, web, mobility), and knowledge of how cross-channel customer interactions impact the customer's experience
  • Experience with market leading CRM technologies such as Salesforce.com; MS Dynamics
  • Experience with value identification and creation
  • Demonstrate understanding of clients industry landscape and business options in the context of global, economic, technology and social trends
  • Preferred experience in Retail, Consumer Goods, Telecommunication sectors, and other
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Proven success in contributing to a team-oriented and distributed delivery environment
  • Proficiency with Microsoft Office applications (incl. process mapping, process documentation, data analysis, presentation for senior stakeholders)
  • Excellent English communication skills (written & spoken) required
  • Very good level of the other foreign EU language e.g. GermanItalianFrench will be strong asset 
YOUR WINNING QUALITIES:
  • Natural leader; easily establishes relationships with clients and colleagues
  • Team Player; enjoys the intellectual stimulation of collaborating with colleagues around the world
  • Determined; appreciates a challenge and overcoming obstacles to achieve results
  • Digitally savvy; continuous learner
  • Strong communicator; fluency in English is required, additional language capabilities are highly advantageous
  • Willing to travel and work at international client sites
 
 OUR COMMITMENT TO YOU –  You will enjoy:
  • A transparent career path designed for rapid career progression
  • A supportive culture that is serious about training, coaching and continuous learning
  • A global network where only state-of-the-art tools and technologies will do
  • A bighearted environment with opportunities to give back to our local communities
 
WORKING CONDITIONS: 
  • Headquarter: Warsaw as primary place of work.
  • Willing and ability to work at client’s locations mostly across Europe, but also other locations, for short or long term.
  • Willing to travel min. 50% (annual) of time and could be more. Travel is required - typically full time weekly schedule Monday to Friday on client location abroad with fly-backs for a weekend to home location (Poland). Flexible - Remote work could be an option, depending on the assignment and project arrangement. 
 
OUR OFFER:
  • Permanent employment contract
  • Attractive benefits package
  • Fly-backs for a weekend from abroad project to home location (Poland)
  • Challenging job in a professional and multinational environment
  • Opportunity to gain skills, knowledge and experience, together with highly marketable specialists
  • Opportunity to work with Global TOP Clients on large projects
  • Dynamic, international working environment
 
 

If this sounds like the ideal role, career and company for you, please apply online as soon as possible.

 

When applying please enclose the below statements:  


“I hereby consent to the processing of my personal data by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of August 29, 1997 on the Protection of Personal Data (Journal of Laws of 2016, item 922) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive), necessary to carry out the recruitment process by Accenture . At the same time, I declare that I provide my personal data completely voluntary. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.

 

I hereby also consent to the processing of my personal data for future recruitment proceedings held by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of August 29, 1997 on the Protection of Personal Data (Journal of Laws of 2016, item 922) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive). At the same time, I declare that I provide my personal data completely voluntary. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.”

 

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

 

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

 

Please be advised that only selected candidates will be contacted.

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