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Accenture Customer Service Advocate in Heredia, Costa Rica

Position Overview

Responsible for supporting all methods of customer contact within the prescribed expectations for complex books of business. Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class. No telemarketing or collections are involved. In this role you will help customers with their warranty support issues and be part of a winning team. This is a full-time position, might be days or evenings and require working at least one weekend day (Saturday or Sunday) every week and cannot have Monday as a day off.

Essential Duties and Responsibilities

  • Answer incoming customer communications from complex books of business, which will involve assessing caller’s needs, entitling the call through the use of software, analyzing the situation, and offering accurate solutions.

  • Respond positively to customer’s questions in a timely manner.

  • Research complex customer questions thoroughly to provide accurate information and solutions.

  • Provide accurate information to the customer, anticipating future concerns and communicating next steps in the process effectively.

  • Overcome customer objections via deft communication and de-escalation skills, to solve problems, instill confidence and build client brand-loyalty.

  • Engage with other areas of the business as needed to meet customer needs.

  • Act on behalf of the customer’s best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer.

  • Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.

  • Maintain a positive attitude and support client Commitment to Excellence.

  • Maintain On-time attendance and schedule adherence.

  • Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).

  • Eventually participate in round tables for feedback on process improvements

Essential Knowledge, Skills, and Abilities

  • Fluency B2+ or C1 written and spoken English (Accent is acceptable)

  • Proven interpersonal skills with emphasis on empathy and assurance.

  • Ability to assess situations and respond appropriately, strong problem-solving skills.

  • Professional attitude: Enthusiastic, willing to learn and quickly adapt to change, emotional intelligence & maturity

  • Ability to multi-task between multiple phone lines/client programs (assess customer’s issue, research, enter notes, and maneuver multiple systems).

  • PC literate (familiar with windows, MS office, remote desktops, and MS Teams).

  • Needs to be available to work flexible schedule, including nights, weekends and holidays.

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