Customer Service Associate
Accenture Limited
Dublin
Job Title Customer Service Associate. Main Functions. • Bug bashes /Bridge calls: Open call to help analysts who struggle /are stuck with cases. • EC's/ D2E: review Escalations and send to Eng. • IRT/Accuracy reports: assist the Team Lead to get insights on these metrics. • Assist with New joiners during shadowing sessions. • Supervision of product workflow queues to manage volume, assignment, and escalation support for Issue resolution and customer escalations. • Supporting client product teams in development of training content by providing specific product and process knowledge for client to draft and finalize training materials. • Ensuring delivery of client product training on newly launched products, quality assessment of new trainees, additional backend products, refresher trainings, etc. • Supporting product team to ensure deliverables are met and identify opportunities for operational maturity and process efficiencies. • Exercises consistent judgment and discretion with work. Qualifications, Skills & Experience Required. • Bachelor’s Degree. • Proven ability to work creatively and analytically in a problem-solving environment. • Desire to work in an information systems environment. • Have deep knowledge of GPS products & subproducts. • High School Diploma or GED. • Minimum of 1-year experience in delivery operations. • Expertise in client product support. • Excellent communication written and oral and interpersonal skills. • Demonstrated skills as an effective leader and instructor. • Experience in Engagement Management Workforce Coordination. • Proven ability to work and collaborate in a team-oriented environment. • Active account on Facebook and a minimum of one other social network. • Active user of social media services. • Online advertising experience. • Experience using Facebook products. • Customer service experience. Employer: Accenture Limited. Remuneration: €33,115.00. Salary: €31,790.00 per year. Health insurance worth: €1,325.00. Work Location: The Beckett Building, 3 East Rd, North Dock, Dublin 3. Working Hours: 40h per week .
478 days ago