Customer Success Representative - Italian
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We transform our clients' operations through technology and data with a team of over 740,000 people worldwide. If you are ready to take on this challenge and want to join a Great Place To Work, Accenture is the right place for you.
We are seeking an Customer Success Representative to join our growing office in Malaga. The ideal candidate will be part of a dynamic team providing digital marketing expertise to the European market and will play a key role in expanding our business.
Job Purpose
Provide support to unmanaged advertisers using Ads Manager and Ad Studio.
Responsibilities
1. Support for Advertisers: Offer first-level assistance to advertisers using Ads Manager/Ad Studio, ensuring prompt resolution and positive customer experiences.
2. Query Management: Manage chat-based queries, requests, and feedback with critical thinking and personalized responses, utilizing templates when appropriate.
3. Sales Opportunities: Identify potential sales opportunities, passing them to the Sales team or providing direct consultative support.
4. Product Knowledge: Maintain accurate and detailed knowledge of Ads Manager/Ad Studio products to inform and assist advertisers.
5. Issue Escalation: Log issues in internal systems and escalate technical queries to support teams.
6. Ad Hoc Tasks: Perform occasional tasks outside of regular chat interactions.
7. Billing Support: Manage invoicing, submit ICRs, address billing inquiries, and process refunds for eligible advertisers.
8. Fraud Prevention: Detect and prevent fraudulent activities.
Requirements
1. Experience: At least 1 year of experience as a chat-based customer success representative in a similar role.
2. Languages: Native fluency in Italian (C2 level). Proficiency in English at B2 level or higher.
3. Skills: Quick learner with attention to detail, critical thinking, excellent troubleshooting, problem-solving, and strong communication skills.
4. Interest and Motivation: Interest in advertising and marketing, highly motivated, proactive, adaptable, and a team player capable of working independently.
5. Additional Skills: Prior experience with Salesforce case management is a plus.
Additional Information
* Seniority Level: Entry level
* Employment Type: Full-time
* Job Function: Other
* Industries: Business Consulting and Services
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