Incident Management Officer with Spanish at Accenture

Bucharest, Bucharest, Romania

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, ConsultingIndustries

Requirements

Strong Spanish & English written and verbal communication skills (preferably B2-C1)
Nice to have 1 year of customer service experience
A third foreign language is a plus
Bachelor’s degree, or equivalent experience
Positive, energetic, enthusiastic attitude
Strong attention to detail
Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc
Ability to apply judgement in high pressure situations with minimal external guidance
Strong ability to comprehend written communications
Strong communicator and a great team player
Understanding of reactive case lifecycle and troubleshooting methodology

Responsibilities

Know the customer and understand our customer’s expectations with their reactive support experience
Focus on critical issues to ensure customer satisfaction
Set proper expectations with customers for support
Acknowledge and respond to customers' requests promptly
Anticipate risk and escalations based on customer context
Handle high-risk escalations and gather/analyze information as needed to support the customer
Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders
Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration
Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health
Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention
Establish a customer obsession approach that puts the customer and the customer operational health in the center
Represent the customer’s business impact
Support the end to end problem resolution
Problem identification against the case portfolio
Act as the single commander to work with Customer Service and Support engineers and customers to coordinate complex reactive support to resolution
Provide insights into operational health opportunities for a set portfolio of accounts

Skills

Incident Management

Customer Service

Escalation Handling

Problem Resolution

Stakeholder Communication

Case Management

Risk Anticipation

Cross-Team Collaboration

Spanish

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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