Overview
Position: Customer Support Agent – Phone Support – English (CL 13)
Company: Accenture UK & Ireland
Office location: Sandyford, D18 (fully working from the office)
Contract: Full-time role 40 hours per week
Work hours: Mon – Sun 07:00 – 23:00 (weekends and Bank holidays included)
If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts and your employment may be terminated if you are unable to do so.
Note: Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.
Role Description
Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.
You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system.
Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Content moderators need strong resilience and coping skills. Accenture provides health and well-being support for its people.
Responsibilities
* Provide exceptional customer service via Chat, Emails, inbound and outbound phone calls.
* Resolve customer inquiries, complaints, and issues in a timely and effective manner.
* Maintain a deep understanding of company products, services, and policies.
* Accurately document customer interactions and follow up as needed.
* Meet or exceed performance metrics including call quality, response time, and customer satisfaction.
* Collaborate with internal teams to escalate and resolve complex issues.
* Identify opportunities to improve processes and enhance customer experience.
* Uphold the company’s values and brand reputation in every customer interaction.
* Serve as an advocate for the user community.
* Participate in continuous training programs and workgroup discussions for development in the role.
* Review, classify and/or remove content according to client guidelines, using specific tools and channels.
* Understand and stay updated on changing client policies and guidelines.
* Investigate, resolve, and relay complex content issues to the broader Trust and Safety team.
Qualifications
* Proven experience in a customer service or call center role (1+ years preferred).
* Excellent verbal communication and active listening skills and English C1.
* Strong problem-solving abilities and attention to detail.
* Deep familiarity and passion for the internet, internet platforms, and internet culture.
* Ability to remain calm and professional under pressure.
* Proficiency with CRM systems and call center software.
* Strong coping, emotional resilience, and stress-management skills.
* Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.
* Comfort synthesizing and analyzing information from multiple streams.
* Ability to work well individually and as part of a team.
* Ability to work differing rotations/shifts and non-standard work hours.
* Flexibility in meeting changing business needs in a fast-paced environment.
As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.
#J-18808-Ljbffr