The Job: You will be part of a dynamic team, working together to build knowledge and support each other. You will have the opportunity to participate in problem-solving discussions, contributing your unique perspective to find innovative solutions. This role offers an exciting opportunity to make a positive impact and contribute to the success of our team.

Responsibilities: As a Trust & Safety Representative, you will provide functional, technical or administrative support to resolve customer problems and queries. You will be expected to build knowledge and support the team, as well as participate in problem-solving discussions. You are expected to build knowledge and support the team, as well as participate in problem-solving discussions. Expert proficiency in Content Assessment is required. Advanced proficiency in content analysis & Interpretation, Enterprise Content Management (ECM), and Content Guidelines are recommended.

• Answer incoming customer communications from complex books of business, which will involve Analysis & Interpretation research of complex customer inquiries to provide accurate responses and solutions based in the location and language specific of the query
• Research complex customer questions thoroughly to provide accurate information and solutions.
• Identify and escalate priority issues to ensure timely resolution
• Engage with other areas of the business as needed to meet customer needs.
• Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.
• Maintain a positive attitude and support client Commitment to Excellence.
• Maintain On-time attendance and schedule adherence.
• Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).
• Eventually participate in round tables for feedback on process improvements
• Stay updated with the latest content guidelines and industry best practices

Essential Knowledge, Skills, and Abilities

• Fluency C1 written and spoken Portuguese 
• Advanced B2 written and spoken English
• Proven analysis and interpretation skills with emphasis on content classification
• Proficient in the culture, jargon, slang, and commonly spoken idioms of Brazil
• Ability to assess situations and respond appropriately, strong problem-solving skills.
• Professional attitude: Enthusiastic, willing to learn and quickly adapt to change, emotional intelligence & maturity
• Ability to multi-task between multiple phone lines/client programs (assess customer’s issue, research, enter notes, and maneuver multiple systems).
• PC literate (familiar with windows, MS office, remote desktops, and MS Teams).
• Needs to be available to work flexible schedule, including nights, weekends and holidays.

Education/Experience Requirements

• High school diploma or GED required.
• 6 months experience in a customer service and/or customer facing position is preferred.
• Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role

Nice to have

• Advanced proficiency in Enterprise Content Management (ECM)
• Advanced proficiency in Content Guidelines

What we offer

• Health and Life Insurance
• Accenture days, 3 additional vacation days
• On site doctor
• Birthday leave
• Internet reimbursement

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 750,000 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. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, 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

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.