Key Responsibilities

• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation.
• Performs customer request/problem identification and follows defined procedures to resolve correctly.
• Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
• Develops and maintains knowledge of customer specific business environment. Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements.
• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.

Requirements

• Customer Interaction Handling
• Problem Solving & Escalation Management
• Data Quality
• Service Level Agreement understanding/handling
• Organization skills, attention to detail and follow through to resolve any outstanding issues
• Good technical aptitude with an ability to learn quickly
• Fluent in German language
• Upper Intermediate English level
• Time management and administrative skills
• Written and verbal communication skills: manages internal communications and external/client communications
• Discretion, professionalism, confidentiality and critical judgment
• Computer literacy and working knowledge of Microsoft Office
• Ability to operate office equipment (printer, phone, photocopier, etc.)
• Team player with interpersonal and conflict management skills
• Self-Motivated, positive attitude and approach.
• Flexibility to take on additional responsibility and tasks when required.

What we offer

• Home working and flexible working hours
• Benefits packages (employee discounts and rewards, healthcare program, insurance, cafeteria, language bonus, etc.)
• Training packages in various technologies with certifications, language courses
• Over-time work and on-call compensation
• International teams and multilingual environment

About Accenture:

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.