General info:
Snr Subject Matter Expert
Working hours: 24/7. 40hrs
Office: full-time onsite, Dublin 04
If you are required to work a night shift as part of this , you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts.
** A valid Full-time work permit is mandatory for us to proceed with your application.
What you’ll do:
- support your team, assist with training, activities answer questions from the team while providing a quality service to the end customer.
- supporting your Team Lead through process changes
- Provide quality customer service, to our end-users and analysts.
- Assist with training new joiners and Agent team members when required
- Mentor new and junior agents on best practices
- Innovate, Identify and recommend process improvements
- Maintains an awareness of the client’s business, operational activities, and processes.
- Communicate relevant information to Associate & Team Leads and escalate issues or complex delivery items
- Requires professional interaction and communication, both within the Accenture organization and with client contacts
WHY ACCENTURE
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com
INCLUSION AND DIVERSITY
We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace. Click here
Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at [email protected]
Basic Qualifications:
- Language(s) Required: English: As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.
Qualifications
- BA or equivalent work experience
- Proficient with using computers
- Call Centre Experience: 3-5 years of customer support experience via phone, email, and chat.
- Experience with fraud detection/prevention workflows is highly desirable.
- Experience working with direct consumers, in B2C environment; B2B is a distinct advantage
- 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
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Self motivated to work independently, with minimal supervision
Strong work ethic, taking personal accountability for accuracy and high quality outputs and demonstrating integrity to core team values
Excellent time management skills ability to proactively and independently manage workload and targets
Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing
