Job Description

Your career is about what you want to be and who you want to be. It’s about bringing your skills, your curiosity and your best true self to your work.

Here, you’ll match your ingenuity with the latest technology to make incredible things.

In Accenture Operations we rethink the way people work and businesses perform by harnessing the power of rich data for decision-making, innovative technology, and advanced machine intelligence.

In an era where people are critical to success, join a team that prioritizes human ingenuity and fosters a workforce where technology elevates people (not the other way around), freeing them up for more creative thinking and exciting work.

Every day is a process of growth, being responsible of: 

 

Relationship Management 

  • Know the customer and understand our customer’s expectations with their reactive support experience 

  • Focus on critical issues to ensure customer satisfaction 

  • Set proper expectations with customers for support 

 

Proactive management of reactive experience 

  • Acknowledge and respond to customers' requests promptly 

  • Anticipate risk and escalations based on customer context 

 

Escalation Handling 

  • Handle high-risk escalations and gather/analyze information as needed to support the customer 

  • Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders 

  • Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration 

Incident Administration 

  • Monitor reactive cases owned by internal support organizations 

  • Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health. 

 

Critical Thinking 

  • Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention 

  • Establish a customer obsession approach that puts the customer and the customer operational health in the center 

  • Understanding of reactive case lifecycle and troubleshooting methodology



Qualifications

Skills that make your work successful: 

  • Strong English written and verbal communication skills 

  • Bachelor’s degree, or equivalent experience 

  • Positive, energetic, enthusiastic attitude 

  • Strong attention to detail 

  • Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc. 

  • Ability to apply judgement in high pressure situations with minimal external guidance 

  • Strong ability to comprehend written communications 

  • Strong communicator and a great team player 

 

How we truly care: 

  • Follow a journey of success. Learn, innovate, invest in yourself and make a step forward, closer to your life goals. 

  • Travel virtually around the globe, working in a diverse and multicultural environment. 

  • Benefit from health insurance and support from a mental health therapist, to keep your life balanced. 

  • Have fun while working, participating in internal company events, sports activities and community initiatives. 

  • Save money doing the things you love, having access to different discounts on products and services. 

  • If you love vacations, joyful moments, and volunteering, (as we do) you have access to travel vouchers, volunteering opportunities and lots of fun alongside Accenture team. 

  • Enjoy other personalized benefits package, including meal vouchers, public transportation, private pension, life insurance, gym, additional vacation days.

For us, you are Truly Human. Join our Accenture Team and get along in a lifetime journey! 

Locations

Brasov,Bucharest,Iasi,Timisoara

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. 

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