Incident Management Officer with German
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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.
If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!
Here, you’ll match your ingenuity with the latest technology to make incredible things.
The Incident Management Officer acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities:
Represent the customer’s business impact
Support the end to end problem resolution
Problem identification against the case portfolio
As a trusted account team member, the Incident Management Officer owns the positive outcome for our Customer’s Reactive Support Experience journey and develops the right insights for the account team to develop customer operational health conversations.
Skills that make your work successful:
German upper-intermediate (preferably B2-C1)
Strong English written and verbal communication skills
Preferred 3 years of customer experience
Bachelor’s degree, or equivalent experience
Positive, energetic, enthusiastic attitude
Strong attention to detail
Skilled use of the Microsoft Office Suite, . 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
Every day is a process of growth, being responsible of:
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
Proactive management of reactive experience:
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
Understanding of reactive case lifecycle and troubleshooting methodology
How we truly care:
Follow a journey of success. Learn, innovate, invest in yourself and make a step forward, closer to your life goals.
Travel virtually around the globe, working in a diverse and multicultural environment.
Benefit from health insurance and support from a mental health therapist, to keep your life balanced.
Have fun while working, participating in internal company events, sports activities and community initiatives.
Save money doing the things you love, having access to different discounts on products and services.
If you love vacations, joyful moments, and volunteering, (as we do) you have access to travel vouchers, volunteering opportunities and lots of fun alongside Accenture team.
Enjoy other personalized benefits package, including meal vouchers, public transportation, private pension, life insurance, gym, additional vacation days.
For us, you are Truly Human. Join our Accenture Team and get along in a lifetime journey!