Customer Services Consultant Song (GN) | Team Lead / Consultant

Job Description

• Planning, designing and delivering customer interaction solutions across IVR, web, email, chat, SMS, and social media channels.

• Serve as a subject matter expert in CCaaS platforms (Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nice CXOne, Microsoft Dynamics 365), providing guidance on transformation projects.

• Proactively enhance skills in quality monitoring, WFM, gamification, and AI-powered customer experiences.

• Leverage deep knowledge of industry-specific processes, working with Fortune 500 clients and sophisticated customer interaction operations.

• Motivated to embrace new opportunities and continuously stay updated with certifications, ensuring ongoing improvement in the field.

• Challenging job in a dynamic, professional, international and multicultural environment.

• Opportunity to gain exceptional skills, knowledge and experience on large scale international projects.

• Stay current with intensive training and maintain updated CCaaS certifications.

• 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.

• Within Strategy & Consulting Global Network Song Practice we drive innovation and deliver value by crafting tailored digital strategies for some of the world’s most successful organizations. Our focus spans marketing, commerce & sales and service functions, supporting transformative strategies that boost business performance, enhance customer experience, and foster long-lasting relationships.

• THE WORK:

• Flexible: We are delivering our work mostly remotely but knowing that Global Network (GN SONG) way of working is also based on traveling and serving advisory, typically working closely with our Clients in their offices, willingness and ability to work at client’s locations mostly across Europe and Middle East, but also other locations, for short or long term is still required.

• With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

• WHAT’S IN IT FOR YOU?

Poziom doswiadczenia

• Team Lead/Consultant

• 5-10 years