Descrição

Job Summary: 

Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.

Responsibilities: 

  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
  • Follows defined procedures to correctly resolve customer request/problem channeled from internal customer (Head Office and Branches). Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
  • Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
  • Shares information required for the team to be successful
  • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction
  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May perform follow up on incidents with customer to ensure customer satisfaction
  • May act as the primary knowledge resource for a business/process and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • May take accountability for effectively handling senior level escalations or customer complaints received via various sources
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
  • May complete and resolve non-call customer contact requests received by mail, web or email
  • May complete outbound customer contacts per internal customer request to resolve customer issues or recommend products or services.
  • Provide administrative support

About Accenture

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 537,000 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.pt

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Requisitos

Qualifications: 

  • Desirable 5 years of relevant experience
  • Advanced English
  • Advanced experience in:

Cost Accounting Critical Thinking Customer Interaction Handling Operational Excellence Problem Solving Operations Management SLA (Service-Level Agreement) Management Service Quality Management

A Accenture rege-se pelos princípios da meritocracia e da igualdade de oportunidades, não discriminando nem tolerando qualquer discriminação em razão de ascendência, origem étnica, raça, cor, sexo, estado civil, território de origem, grau de instrução, posição social, orientação sexual, religião, convicções e/ou opções políticas ou ideológicas, situação económica ou social, ou em função de qualquer outro factor considerado discriminatório e proibido nos termos da lei.

Para mais informações sobre as oportunidades de emprego na Accenture e se necessitas de assistência especial, material ou infraestrutura adaptada, por favor envia um email para Portugal_careers@accenture.com.

Atualização COVID-19:  A segurança e saúde dos nossos candidatos, colaboradores e suas famílias continua a ser a nossa principal prioridade. Até serem alteradas as restrições a viajar, as entrevistas continuarão a ser virtuais. 

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Os nossos mais de 600.000 colaboradores distribuídos por mais de 120 países, combinam experiência inigualável e competências especializadas em mais de 40 indústrias. Abraçamos o poder da mudança para criar valor e sucesso partilhado com os nossos clientes, colaboradores, acionistas, parceiros e comunidades.

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