Customer Service & Order Management Specialist with German and English | Senior Analyst

Description

Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer and consumer contact, not transaction processing. To support & record a variety of customer service issues through telephone, email and chat. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client. Verify customer purchase orders (e.g., contact details, pricing, terms) & monitor order management process from order entry in SAP system to delivery. Ensure order check and related stock prioritization to ensure all customer requirements are met. Act as the customer's representative by capturing input and contributing to continuous improvement and customer satisfaction. Immediately escalate/report to the line manager any breach in existing controls and highlight any possible risks caused by lack of control. To provide education/awareness and recommendations to customers on new products, policies changes, product campaigns via outbound call or email as per the established guidelines (no sales/upsell or cross sell targets) To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues. To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management. WHO WE ARE 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. We offer solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. Operations drives business value and outcomes to advance our clients on their journey to intelligent operations through our innovative operating engine — SynOps. We transform business processes to achieve sustainable growth by optimizing people, technology, data and intelligence. What will you do:

Qualifications

• German Language competency – C1 level.

• English Language – B2 level.

• Min. 2 years of relevant working experience (Customer service, Order Management, Order to Cash, Sales Administration)

• College graduate

• Attention to detail and a great Customer Service attitude is a must

• Competency in using Microsoft Office tech suite (Outlook/Excel/Word/Teams)

• Working Hours: Monday to Friday, between 7:00 AM and 5:00 PM (8 hours per day).

• Flexible hybrid work model with the office located in Warsaw.

• Full-time employment contract.

• Using foreign language and new technology solutions daily, cooperating with various global Clients.

• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.

• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).

• Employee Assistance Program - legal, financial, and psychological consultations.

• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.

• Paid employee referral program.

• Private medical care, life insurance.

• Access to Worksmile platform (possibility of using a wide range of products and services, including the Multisport card).

• Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

• All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

• Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

• HERE’S WHAT YOU’LL NEED

• Research indicates that some candidates, especially the most diverse ones, may hesitate to apply for positions if they don't meet all requirements. If you believe you possess the necessary skills, even if not meeting every requirement, we wholeheartedly encourage you to submit your application.

• WHAT WE OFFER

• WHAT WE BELIEVE:

• Clicking apply I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes, and that it is a data controller within the meaning of GDPR. More information about Accenture (and if necessary also its representative) can be found here: https://www.accenture.com/pl-pl/privacy-policy

• mation initiatives, manage supplier performance and communicate effectively with senior stakeholders.

Poziom doswiadczenia

• Senior Analyst

• 2-5 years