Role at a glance
- Job function
-
Customer Support & Contact Center Customer Support
- Salary
- Not Disclosed
- Location
- Heredia
- Work arrangement
- Hybrid
- Employment
- Full-time
- Experience
- +6 months at Tech Support roles
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We’ll check it against the original posting.
Role Summary
The Customer Service Analyst provides functional support for customer inquiries and issues related to a client’s platform. The role investigates and resolves queries using client-approved procedures, documents interactions, and escalates issues when needed.
What You'll Do
- Respond to customer inquiries by email, phone, and chat with empathy and professionalism.
- Investigate and resolve customer queries using company resources and internal systems.
- Provide information intended to prevent future inquiries and improve the customer experience.
- Maintain organized, up-to-date customer records and follow client-set documentation standards.
- Escalate complex issues or seek guidance when standard procedures do not cover them.
- Collaborate with teammates to share insights and practices for improving customer satisfaction.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
Required: At least 6 months in tech support roles; English at B2 level; strong customer focus; strong written and oral communication; analytical and problem-solving skills; knowledge of Microsoft Office.
Preferred
- Experience in customer service or sales is an asset.
- Experience using a CRM solution is nice to have.
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 784,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.
Summary
The Customer Service Analyst is responsible for providing functional support to achieve best-fit resolutions for customer inquiries and issues related to the client’s platform. This role involves adhering to highest standards of customer service, empathy, and application of active listening techniques. The analyst investigates and solves problems, following detailed client-approved instructions and escalating issues or seeking advice when faced with complexity not covered in standard working procedures. Additionally, he/she maintains proper documentation and follows through on all interactions based on client-set standards. Last but not least, the Customer Service Analyst is expected to engage in ongoing education and training on the processes and related tools/systems to effectively perform his/her responsibilities
Role Responsibilities
Engage in customer service activities, via email and phone and chat
Address customer inquiries and concerns promptly, professionally and with a high level of empathy
Investigate and resolve customer queries efficiently, ensuring a high level of customer satisfaction
Utilize company resources and internal systems to provide accurate and timely issue resolution
Provide customers with relevant information to prevent future inquiries and enhance their overall experience
Maintain organized and up-to-date customer records
Collaborate with the team to share insights and best practices for enhancing customer satisfaction
Required:
+6 months at Tech Support roles
English at B2 level
Strong customer focus (experience in Customer Service, Sales would be an asset)
Strong communication skills (written and oral)
Analytical and problem solving skills
Microsoft Office package knowledge
Experience in using CRM solution is nice to have
What we offer
Health and Life Insurance
Accenture days, 3 additional vacation days
On site doctor
Birthday leave
Internet reimbursement
About Accenture
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 approximately 791,000 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 and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent 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.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
About the company
Accenture
Large Enterprise
Accenture is a global professional services company that specializes in providing consulting, technology, and outsourcing services. With a diverse range of industries served, including financial services, healthcare, and telecommunications, Accenture leverages advanced technologies and data analytics to help organizations improve their performance and drive innovation. Committed to sustainable progress, the company emphasizes its dedication to inclusivity, digital transformation, and building a more sustainable future for its clients and communities. With a presence in over 120 countries, Accenture is known for its expertise in integrating cutting-edge solutions that address complex business challenges.