Role - Client Interaction - Purchase and/or Reimbursement (voice/chat)

Accenture Lisboa
Description

Job Title : Role - Client Interaction - Purchase and/or Reimbursement (voice/chat)
Location : Lisboa
Company : Accenture
Salary :
Open Date : 2023-05-12
Close Date : 2023-09-12

Project & Role Description

  • Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests, and queries.

  • Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.

  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact.

  • Understand and remain updated on changing client policies and guidelines;

  • Participate in process improvement initiatives that improve quality and efficiency of work;

  • Participate in continuous training programs and workgroup discussions for optimal development in the role.


All candidates should have the work experience and skills as per recommended requirements below:

  • C1 / C2 in English & Portuguese or Brazilian;
  • English language skills for all agents irrespective of Language (listening,
  • Can understand the main ideas of complex text on both concrete and abstract topics, including technical discussions in their field of specialization;
  • Can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers quite possible without strain for either party;
  • Can produce clear, detailed text on a wide range of subjects and viewpoint on a topical issue;
  • Call Centre Experience: 1 years of customer support experience via phone, email, and/or chat;
  • Experience working with direct consumers, in B2C environment; B2B is a plus;


Additional experience valued:

  • Strong communication skills with a proactive and positive approach to tasks
  • High attention to details and follow through
  • An effective team player who is able to also work independently
  • Proven ability to deal with problems and solve them effectively
  • Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience;
  • Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously)


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