Job Description

Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.

We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

With more than 530.000 people serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.

We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.

In Accenture Technology, we investigate and explore new technologies to determine how our clients can use them – helping their business innovate, grow and improve.

Preferred Skills and Proficiency Expectations:

  • Knowledge in German language (B2)
  • Customer Interaction Handling
  • Problem Solving & Escalation Management
  • Data Quality
  • Service Level Agreement understanding/handling
  • Organization skills, attention to detail and follow through to resolve any outstanding issues
  • Good technical aptitude with an ability to learn quickly
  • Fluent in client’s language and at least Upper Intermediate English
  • Time management and administrative skills
  • Written and verbal communication skills: manages internal communications and external/client communications
  • Discretion, professionalism, confidentiality and judgment.
  • Computer literacy and working knowledge of Microsoft Office
  • Ability to operate office equipment (e.g. printer, phone, photocopier, etc.)
  • Team player with interpersonal and conflict management skills
  • Self-Motivated, positive attitude and approach.
  • Flexibility to take on additional responsibility and tasks when required
  • Flexibility to do overtime when need


Qualifications

Key Responsibilities: 

  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
  • Performs customer request/problem identification and follows defined procedures to resolve correctly. 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 knowledge of customer specific business environment
  • Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements
  • Establish, monitor and evaluate system metrics to identify vulnerabilities and problem trends:
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job 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 ratings
  • Develops and maintains 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 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 web or e-mail
  • May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues
  • May deliver new hire training and refresher training
  • Provide customized information, reports, or other forms of support
  • Provide clients with factual information and analysis on systems and application status
  • Act as a liaison between the client and the Accenture teams in order to support our client needs
  • Participate in operational support, ensuring production systems and devices are online and available;

Reasons for being our colleague:

  • Continuous growth in a positive and multicultural work environment
  • We take care to help you gain skills, knowledge and experience, together with highly marketable specialists
  • Opportunity to work on complex projects for Global TOP Clients
  • Personalized benefits package, including: meal vouchers, public transportation, medical services, private pension, life insurance, gym

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

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Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

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Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.


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Our more than 600,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

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