Customer Experience Associate with German

WHY ACCENTURE

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 459,000 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

THE ROLE

This is a customer centric role focused on delivering an outstanding customer experience to the top tier customers of a global Fortune 500 company, working with them and their account managers to provide high level support and advice. Success in this position requires exceptional customer service skills with a desire to support the efficiency of global business’ digital marketing campaigns.

The purpose of which is to provide multilingual customer support to large/premium advertising accounts based in Europe, Middle East and Asia. The job involves checking clients’ accounts for several purposes as general inquiries, billing information, verifying data, support training of existing and new activity processes:

The support is provided through different channels – live chat, email and phone
Responsibility for helping these customers through support and by demonstrating the value of the multi-channel advertising solutions
Be an advocate of our organization and strive to exceed in customer satisfaction ratings
Provide product and tool support to improve the overall client’s experience
Identify trends and solve problems facing multiple business customers

Skills and Experience:

Full fluency in German and fluency in English (mandatory)
Prior experience of the client product in conjunction with strong SLA metrics (preferably)
Experience working in longtail segment essential (preferably)
Prior work experience in the marketing or technology sector is a big plus
Advanced knowledge of online advertising and social media products (preferably)
Excellent analytical and Troubleshooting skills
Experience of working with web domains and Shopping platforms
Exceptional grammar and the ability to construct emails efficiently

Key Requirements:

Valid work permit (mandatory)
Complete Compulsory Education (minimum required)
Demonstrates speed, agility, critical-thinking, problem-solving skills and ability to act quickly on given directions
Interest in Marketing, social media and/or Data Analytics
Able to adapt to continuously and learn fast
Professional customer service skills: solutions mind-set, helping nature, passion for the customer and customer experience
Resolves customer issues in a timely manner, pro-actively communicate to clients on progress and pro-actively identify areas to support them
Self-driven with strong attention to detail and the ability to follow tasks through to conclusion
Ability to multi-task and work under pressure
Excellent communication skills: verbal, written and listening

Igualdade de oportunidade de emprego

A Accenture rege-se pelos princípios da meritocracia e da igualdade de oportunidades, não discriminando nem tolerando qualquer discriminação em razão de ascendência, origem étnica, raça, cor, sexo, estado civil, território de origem, grau de instrução, posição social, orientação sexual, religião, convicções e/ou opções políticas ou ideológicas, situação económica ou social, ou em função de qualquer outro factor considerado discriminatório e proibido nos termos da lei.

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