Customer Operations Senior Analyst with French
Your career is about what you want to be and who you want to be. It’s about bringing your skills, curiosity and best true self to work.
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.
By being part of this team, you will work from Monday, to Friday, 09:00-18:00, fully from the office in Bucharest (West Gate, Militari, near Preciziei metro station)
How you will make an impact:
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;
Acknowledge and respond to customers' requests promptly;
Anticipate risk and escalations based on customer context;
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;
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;
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.
#LI-EU
Skills that make your work successful:
French upper-intermediate (preferably B2-C1);
Strong English written and verbal communication skills;
3 to 5 years of experience in the BPO industry, including customer support, SME, and strategic roles with B2B interaction ;
Demonstrates strong critical thinking, adaptability in fast-changing environments, and effective collaboration within cross-functional teams.
Diploma required: Bachelor's Degree.
Employee Benefits – Be well, work well, live well
Be at your physical best & take advantage of additional financial support
Flexible medical & dental subscription plan with Regina Maria;
Nutrition counselling & Wellness subscriptions (7Card, Worldclass, SanoPass, or other providers);
Benefit Online platform for gift vouchers, transportation passes, vacation, cultural activities and many others;
Discount on Accenture shares through Employee Shares Purchase Plan;
Referral bonus, depending on the career level of the job opening;
Life insurance for you and your loved ones.
Follow your purpose
23 vacation days with our loyalty scheme, granting additional days: 1 extra day after 2 years, another after 5 years, and an additional day every 3 years until reaching a total of 30 vacation days;
Additional private pension plan, starting the second month of employment;
Flexible working hours depending on project specifics;
Access to a wide range of training and development opportunities;
Communities of interest: sport, volunteering, and employees' resources groups (parents, mental health allies, Pride, disability, expats).
Care for you and your loved ones
Psychological and psychotherapy counselling support;
Premium access to well-being apps (Calm and Wysa);
Paid maternity or paternity leave;
Children educational reimbursement;
Support for adoption & psychological, financial and legal sessions for everyone in your household.
At the heart of change, there is a great human. Bring your ideas, ingenuity and passion and be part of our team!
Bucharest
Equal Employment Opportunity Statement
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.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.