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Client Support Agent with Polish and English language

Job Location: Bratislava

Regional Description: Slovakia

Job Number: 00485225

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- Job description

Operational Responsibilities
Handle all incoming requirements from the Client business and suppliers of a procurement and accounting system nature, being the prime contact for customer enquiries. Use Support Works for call management providing users with estimated resolution timescales and escalate issues that cannot be resolved in line with defined procedures.
Ensuring telephone accessibility for the  customers
• To pick up the telephone promptly as a priority over all other activities
• To answer incoming calls in the required time
• To use standard greetings and to be maximum polite
• To immediately inform the supervisor about the non-functionality of the telephony system
 
Managing proactivity and professional relationship
• To create and maintain partnerships between customer service and external as well as internal customers in order to keep stable customer base
• To demonstrate and use professional knowledge of the customer base and processing in a manner which is clearly understood
• To maintain and improve customer retention levels by developing professional relationship with customers
• Proctively initiate  follow-up calls
• To fulfill secretarial duty as/when required by the direct manager
 
Informing external customer
To provide timely, accurate and relevant service related information in order for them to be delighted
• Solves problems largely by precedent with referral to detailed instructions/procedures
• To ensure the continuous improvement of response time to complaints and queries
• To have full scale knowledge and to be able recommend the most appropriate solution for the customer and answer customer questions regarding our services

Other
• Recommend updates to procedures and user guide to team lead
• Escalate issues and seeks advise when faced with non-standard issues
• Able to recognize and act on non-standard situations and adapt work to business goals
• Required to share knowledge abd experience with others and with newcomers as well
• Audit support: Support vendor balance/audit certifications
   
Deliver quality service to client

• Improving customer satisfaction measured by the Customer Satisfaction Survey
• To continuously increase customer satisfaction by improvement of complaint handling performance in order to minimise customer loss
• To identify the best service solutions in order to increase the satisfaction

Contribute to the success of team

Technical Skills
• Very good PC skills
• Posting systems and processes, e-Invoicing

Other Expectations
• Fluent Polish language - written and spoken (C1-C2 level)
• Advanced English language - written and spoken (B2-C1 level)
• Good interpersonal skills – professional and courteous
• Ability to work under pressure, and deal with difficult vendors
• Very good communication skills, both verbal and written
• Very good problem solving skills
• Ability to work effectively in a team environment
 

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