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German SMB Customer Experience Associate - Accenture Operations

Localização: Lisbon

Regional Description: Portugal

Número da Vaga: 00526226

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- Descrição

ACCENTURE OPERATIONS - German SMB Customer Experience Associate

 

Customer service individual focused on SMB customer base of a Fortune 500 company. Success in this position requires exceptional customer service skills, and desire to apply problem solving skills; ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results. 

 

Responsibilities include:

  • Providing timely support to small and medium-sized businesses (SMBs) based in EMEA through different channels - chat, email and phone
  • Ability to identify trends and solve problems facing multiple SMB clients
  • Responsibility for helping SMB customers drive results via their marketing campaigns through consultation, education, and support, demonstrating the value of the clients SMB advertising solutions
  • Provide vital product insights and feedback on client products
  • Providing product and tool support to improve the overall experience and drive higher product adoption and spend
  • Act as backup for QA’s and TL's as and when required.
  • Responsible for managing and assigning Optimization/Customer Delight queries through the workflow queue
  • Responsible for managing and maintaining relevant product and tool databases
  • Takes ownership of small projects and delivers expected results on time such as analysis, workflow mgmt. and/or training of others,
  • Key point of contact for management of escalations and resolution of high complex queries
  • Act as SME for specific products/tools to ensure consistent best practices are communicated and applied
  • Provides training and coaching for new starters as well as retaining / coaching of existing team members as required

Preferred Qualifications

  • BA or BS in Marketing, Economics, Computer Science, or other related field

 Required Skills and Experience

  • Familiarity with online advertising products and social media
  • Fluency in English AND native speaker in German          
  • 6 month and more prior work experience in a Digital Marketing environment
  • Proven high performance record during tenure
  • Full understanding of customer satisfaction and other customer focused KPIs
  • Must have exceptional grammar and typing accuracy skills

  

Profile Attributes:

  • Demonstrate speed, agility, critical-thinking, problem-solving skills and ability to ramp quickly
  • Able to adapt to continuously evolving SMB needs to help clients grow their business on the advertising platform
  • Professional customer service skills: solutions mind-set, helping nature, passion for the customer and customer experience
  • Resolve customer issues in a timely manner, pro-actively communicate to clients on progress and pro-actively identify areas where clients can improve how they use our solutions
  • Focus on SMB customer satisfaction by driving the right product adoption for the right customer
  • Self-driven with attention to detail and follow-through
  • Ability to multi-task and work under pressure
  • Excellent communication skills: verbal, written, listening skills

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