Customer Service Analyst with Spanish or Italian

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 738,000 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 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 Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed 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.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

• University degree or in progress;
• Fluency in Spanish Language or Italian Language;
• English Language - advanced level.
• 6 months + Call Center or Customer Service experience;
• Good technical aptitude with an ability to learn quickly;
• Strong oral and written communication skills;
• Self-Motivated, positive attitude and approach;
• Accepts responsibility as an individual and works well within a team.

• Help desk Focal Point supports the day by day operations of the end user and agents for his application module skill
• Takes in charge critical complaints, provides medium support in using application functionalities, monitors of requests, follow • up customer calls where necessary, especially for most critical problems
• Manages and maintains FAQs in collaboration with agents
• Identify and escalate priority issues
• Complete call reports in according with coordinators
• Helps agents in routing complaints to appropriate second level group
• Inform coordinators of the existence of new problems and of unmatched or pervasive incidents