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Customer Contact Comms Junior Specialist with Dutch (Hybrid from Warsaw or fully remotely)
Warsaw
Job No. 12895519
Full-time - Hybrid
Job Description
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. In Poland Accenture has offices in Warsaw, Kraków, Gdańsk, Łódź, Wrocław and Katowice. They employ more than 8,600 staff. To learn more visit our website: accenture.com
Accenture Operations helps clients achieve new value and productivity from their business processes by applying analytics, process acumen and industry expertise to the transactional data and processes we manage and operate on our clients’ behalf.
THE WORK:
Providing Functional Support - Addressing consumer concerns related to overall experience, mobile payment, and loyalty programs via incoming phone calls (5–10 daily) in Dutch and occasionally in English, as well as email communication, while following detailed procedural guidelines.
Problem Solving and Investigation - Resolving issues through effective probing and investigation, escalating complex cases when necessary to ensure the best-fit resolution.
Ensuring Proper Documentation - Maintaining accurate records of all interactions and ensuring follow-through in line with established standards.
Continuous Learning and Compliance - Participating in ongoing training to stay updated on processes, tools, and systems required to perform tasks effectively.
Quality and Standards Adherence - Delivering high-quality consumer support while adhering to procedural guidelines and ensuring consistent service across all channels.
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?
Professional Development - Gain experience in consumer service, problem-solving, and handling inquiries in Dutch and English, enhancing your communication and investigative skills.
Dynamic Work Environment - Work with a variety of cases through phone and email interactions, providing impactful solutions and ensuring customer satisfaction.
Skill Enhancement and Growth - Access continuous training and development opportunities to stay updated on tools, systems, and processes, empowering you to excel in your role.
Qualifications
HERE’S WHAT YOU’LL NEED:
Communication Skills - Strong verbal and written communication skills with a B2 proficiency in Dutch and English, ensuring clear and professional interactions with consumers.
Problem-Solving Abilities - Solid problem-solving and analytical skills, capable of inductive thinking and applying lessons learned from past situations to resolve current issues.
Professionalism and Attitude - A positive, empathetic, and professional attitude toward consumers at all times, maintaining composure under pressure.
Quality and Standards Compliance - Ability to meet client quality standards through regular audits and feedback, demonstrating a commitment to consistent, high-quality service.
Nice to have: Customer Service Experience - in a customer service voice role, with the ability to handle stressed consumers calmly and empathetically.
WHAT WE OFFER?
4-month employment contract with the possibility of extension for 1 year or an indefinite employment contract.
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 offers, access to 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 (Luxmed or Medicover), life insurance.
Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).
WHAT WE BELIEVE:
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.
