SR. Customer Service Analyst

Job description

Job Title Customer Service Analyst

Department Operations

Location Client Site, Dublin

Join Accenture in Ireland 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.

Accenture people build careers in four different areas of our business: Consulting, Technology, Outsourcing and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

*Excellent opportunity for someone who is very proactive and knows how to handle difficult cases. Also, we need someone who understand about changes.

Agent Responsibilities

· Very strong, effective written and oral communication skills (Native English desired)
· Impeccable attention to detail
· Ability to multi-task under pressure in an ever changing environment
· Keep up to date in a very fast paced environment in terms of policy, procedure and workflow
· Excellent soft skills and customer service skills are a must
· Knowledge of Android OS and Mac OS desired
· Must proactively communicate status across various teams and stakeholders, including technical and non technical partners
· A team player with a positive attitude and people skills
· Must be able to context-switch and manage multiple partners in parallel across various implementation stages
· Good command of basic internet and database technologies
· Be able to work as an individual contributor as well as part of a close team
· Experience in analyses, troubleshooting, problem solving and project management
· Be able to work on their own initiative

Desired profile

Qualifications :

Preferred Credentials and Experience

·  2-4 years experience in providing customer support using email/phone/chat
·  Proactive with ability to work independently with minimal supervisor/client supervision
·  Comfortable working in a client web/internet environment
·  Strong communication skills and command of English language
·  Internet Savvy e.g. regularly visit blogs, interest group websites, shop online
·  General understanding of online shopping, social discount/online coupons /offers, players in the ecosystem e.g. online merchants, online search engines/sites, web consumers, logistics providers, payment providers
·  Back-office review experience in e.g. case reviews in insurance, claims, healthcare; retail stores promotions, other social media offer/coupon companies, on-line product catalogs, text/copy review in magazine etc. preferred
·  Prior experience working in an environment of frequent change e.g. changing product features will make earlier temporary fixes redundant and lead to changes in Support workflow that need to be relearned