IT Customer Support Associate with French

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.

- Fluency in French and English, both written & spoken;
- Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);
- Verbal and written communication skills;
- Detail-oriented and analytical;
- Problem solving and analysis;
- Customer service orientation.

- Customer Service agents support end user in day by day operations with specific applications;
- Receives and assess claim according to defined procedures / routines;
- Receives and logs all e-mail/web/phone call and ensures proper documentation;
- Research of required information using available resources, user guides and match complaints with known errors and problems;
- Support in using application functionalities, identification of possible workaround;
- Identify and escalate priority issues;
- Helps agents in routing complaints to appropriate second level group;
- Adhere to the Service Level Agreement (SLAs) specified by the Client / Process in terms of quality, productivity and schedule;
- Attend to information requests from customers and track the status of consignments on the system;
- Handle operational queries with a sense of urgency and deliver an accurate final job;
- Support the organization to achieve full compliance with corporate sustainability standards and focused on quality;
- Address any problems/grievances with the Coordinator/Manager/ that may have an impact on productivity and operations;
- Take steps to improve performance based on coaching.