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Customer Support Team Lead with German
Warsaw
Job No. 11586190
Full-time - Hybrid
Job Description
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 624,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
Accenture Operations provides business process services for specific functions, including finance and accounting; procurement and supply chain; and marketing & sales. We operate business processes with a combination of talent and data, artificial intelligence, analytics and digital technologies, helping clients to improve their productivity, customer experience and performance.
ROLES AND RESPONSIBILITIES:
Direct supervision of day to day activities, daily workload management and prioritization of tasks for the team
Support for the Client and Team members on non standard cases related to the Customer based
Driving continuous improvement initiatives and future solutions at a team level
Regularly updating process documentation in order to reflect the current process and collaborate with Training Team to increase quality of team's work
Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems.
Access the company's internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports.
Maintain customer records by updating account information.
Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design.
Out of the box thinking.
Ability to work in a dynamic and innovative environment by contributing towards ideation for the project.
Qualifications
WHAT DO WE EXPECT:
English and German min. at B2 level
Minimum 2-3 years of experience on similar position (Customer Service, Customer Retention, Sales)
Strong communication skills (written and oral)
Analytical and problem solving skills
Strong customer focus
Microsoft Office package knowledge
Functional knowledge of using CRM solution
Flexibility to work between 8am-6pm (exact schedule to be discussed with supervisor) in hybrid mode
WHAT WE CAN OFFER:
Using foreign language and new technology solutions daily, cooperating with various global Clients.
Constant support and clear development path from your first day at office – dedicated Buddy, who will help you in adjusting to the new workplace.
Hybrid mode 50/50.
Focus on your strengths and continuous feedback enable fast professional growth, as well as new skills building by various online and classroom trainings.
Inclusion and diversity in practice: truly multicultural environment; we support LGBT, people with disabilities and parents. In our culture of equality, people are truly valued for their differences and free to be who they are.
A flexible approach that allows an appropriate work-life balance where sports activities, outings, volunteering initiatives are part of our regular day-to day life.
Commitment to reducing our environmental impact in terms of carbon, water and waste across Accenture facilities and in the communities in which we work and live by joining different initiatives.
Full work comfort – private medical care, life insurance, access to MyBenefit platform, bonuses for referring new employees.
Modern, ecological office in city center with convenient connection for all means of transport (incl. chill room, game room, free bicycle parking and coffee-breaks at terrace).
When applying please enclose the below statement:
"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
