We are seeking a skilled and dedicated German speaking Subject Matter Expert. The ideal candidate will be responsible for handling escalations and will act as the expert for cases, will use their in-depth knowledge and expertise in the specific field or subject to deliver accurate and up-to-date information, advice, and solutions.

Key Responsibilities

· Provide expert knowledge and insights in their specific area of expertise.

· Handle escalations related to contract management, order processing, customer care, invoicing and cancellations and provide guidance to the customer service team based on their expert knowledge.

· Manage contractual agreements and ensure compliance with established terms and conditions.

· Collaborate with internal and external stakeholders to address contract-related inquiries and resolve issues.

· Support invoicing and credit processes, ensuring accuracy and timely resolution of discrepancies.

· Assist in the development and review of project documentation, training content, and manuals.

· Senior support for Processes, Systems and Business Transformation.

· Oversee cancellation and retention processes, addressing customer complaints and cancellations effectively.

· Participate in discussions on new products and integration into standard processes.

· Provide exceptional customer care and manage inquiries across various channels.

· Works closely with the Team Leaders, Trainers and Quality Coaches on the account to drive a culture of performance.

· C1 level in German and medium proficiency in English.

· In-depth knowledge of the Telco industry.

· Proficient in project management and team leadership.

· Excellent problem-solving and decision-making skills.

· Strong communication and presentation skills.

· Ability to prioritize multiple tasks and maintain professional relationships.

· Good judgment, decision-making skills, and professional appearance.

· Key competencies: adaptability, action-oriented, accountability, drive for results, and collaboration.

· Excellent communication and problem-solving skills with the ability to multitask.

· Proficiency in CRM systems and call center software.

· Strong communication skills to build rapport with customers.

· Goal-oriented mindset and team player.

Education and Qualifications:

· Proven work experience as a Subject Matter Expert or similar role

· Minimum of 3+ years' experience in customer service and/or complex Backoffice processing.

About Accenture

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