Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.


People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.


The Trainer – Content Review provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries.


Key Responsibilities:
  • Responsible for supporting other teams or product teams as required to resolve requests/issues in a timely manner while ensuring proper documentation, notification, escalation, tracking and follow up of all incidents
  • May manage the team by resource planning to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets
  • Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material
  • Ensure proper documentation, notification, escalation, tracking and follow up
  • Perform incident notification and escalation to ensure problems requests/issues are communicated
  • Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
  • Perform follow up on incidents with customer to ensure customer satisfaction
  • 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
  • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the role training and classroom training
  • Share information required for the team to be successful
  • Provide functional and/or technical support
  • Receive and log internal and/or external customer problem request issue and ensure proper documentation

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Qualifications

Basic Qualifications
  • Minimum of 1 year of customer service and/or client interaction experience
Preferred Qualifications
  • Previous team management experience
  • Training Experience
  • Ability to meet KPIs
  • Experience in a contact center environment
  • Experience in a BPO environment

Professional Skill Requirements

  • Comfort communicating with all levels of management
  • Able to adapt quickly to changes in workflows
  • Conflict management skills
  • High level of integrity
  • Excellent written and verbal communication skills
  • Excellent organizational skills and detail-oriented approach to problem solving
  • Demonstrated proficiency in multitasking and prioritization

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

 

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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