Spirit of the role:

The Marketing Product Expert will own and manage a stream of incoming requests from customer facing Agents and will work with internal and external tools and teams to provide a timely and accurate response. The Marketing Product Expert will create, update and help develop a workflow for a specific process.
The Product Expert will work closely with all key stake holders, especially the client and support the business. The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast moving environment.

Essence of the job:

• Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support.

• Be an expert in escalation triage, validation and Agent support.

• Maintain contact with and manage communications appropriately with all stakeholders in the agreed process.

• Managing communication and project management when required.

• Use data to analyze trends and develop insights which will improve the process and provide a better agent and user experience.

• Act as a subject matter expert for a specific process, CIR and suggest and implement process improvements.

• Provide targeted training to agents on process, products or services Recommended requirements.

• Drive escalations through defined process to resolution.

Job Qualification:

• 1+ years required experience in B2B sales and marketing.

• 1 years experience in an online sales, digital sales operations, project management or online escalations environment.

• Process driven thinking and designing.

• Strong product tools process knowledge.

• Strong communication and presentation skills.

• Comfortable in managing escalations stakeholder.

• Awareness of the importance of data and key performance metrics.

• Ability to perform in a complex, high stakes, fast paced environment.

Benefits:

We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:

• Career Counselling

• Additional paid time off

• Flexible benefits

• Luxury health & dental insurance

• Life insurance

• Food vouchers

• Fuel card

• Multisport card

• Employee Assistance Program

• Bonuses for special occasions

• Options to buy shares

Location: Sofia, Bulgaria
Work Model: Full time work from office

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.