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Legal Triage Customer Service Representative

Job Location: Location Negotiable

Job Number: 00493598

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.

 
Role Summary

The person will be responsible for receiving and responding to content review requests from agencies following client processes and procedures.
 
Main Responsibilities/Accountabilities:
  • Focus on processing of inquiries and the associated reporting, the resolution of disputed/open items, and the provision of support for vendor and client queries/issue
  • Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines. This includes coordinating with client subject matter experts to response or support in the response to inquiries and/or escalations which may be generated by include but not limited to external third parties, Client or Accenture.
  • Established subject matter expert for policies and procedures in scope for Accenture
  • Understands and perform content reviews under client supervision for APAC cases following client processes and procedures
  • Produces content records under supervision
  • Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to
  • Assigned and accountable for workable solutions and processes within specific area of responsibility
  • Escalates production issues to Operations Manager or client Point of Contact as appropriate.  
  • Addresses most non-routine issues
  • Ensures all work is performed in accordance with SLAs and metrics.
  • Responsible for activities assigned by the Operations Manager

Basic Qualifications:

  • Up to 3 years’ customer service experience in a professional work environment
  • Up to 2 years’ experience with Microsoft Office (not a must)
  • Fluent in English (both written and spoken) to support English-speaking clients

Preferred Qualifications:

  • Previous legal experience/studies

Professional Skill Requirements:

  • Results & detail oriented
  • Strong written and verbal communication skills
  • Attention to details 

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development.  You’ll also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity,or any other basis as protected by applicable law. 

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