We transform our clients' operations through technology and data thanks to a team of over 740,000 people worldwide. If you feel you can take on the challenge and would like to join a Great Place To Work, Accenture is your place.
Job Title: Customer Success Representative
Location: Malaga
Job Purpose: Provide support to unmanaged advertisers using Ads Manager and Ad Studio.
Responsibilities:
1. Support for Advertisers: Provide first-level assistance to advertisers using Ads Manager/Ad Studio, ensuring timely resolution and positive client experiences.
2. Query Management: Handle chat-based queries, requests, and feedback with critical thinking and tailored responses, supplemented by templates when necessary.
3. Sales Opportunities: Identify and act on sales opportunities, either by passing them to the Sales team or providing consultative support directly.
4. Product Knowledge: Deliver accurate and detailed knowledge of Ads Manager/Ad Studio products to advertisers.
5. Issue Escalation: Log issues in internal systems and escalate technical queries to support teams.
6. Ad Hoc Tasks: Perform occasional tasks outside the regular chat queue.
7. Billing Support: Set up invoicing, submit ICRs, address billing queries, and process refunds for eligible advertisers.
8. Fraud Prevention: Detect and mitigate fraudulent activity.
Requirements:
1. Experience: At least 1 year of experience as a chat customer success representative in a similar role.
2. Languages: Native fluency in German (C2 level) and proficiency in English (B2/C1).
3. Skills: Quick learner, attention to detail, critical thinker, troubleshooting, problem-solving, and excellent communication skills.
4. Interest and Motivation: Interest in advertising and marketing, highly motivated, proactive, adaptable, team player, capable of working independently.
5. Additional Skills: Prior experience with Salesforce case management is a plus.
At Accenture, a company recognized as a Great Place To Work, we are committed to a hybrid work model that maintains the essential human connection to work with our teams and clients. We value inclusion and diversity, being recognized as one of the most diverse companies in the world by Refinitiv.
Our benefits include:
* Medical and Life Insurance
* Medical services and wellness programs
* Flexible compensation and stock purchase plans
* Flexible schedules, days off, vacations
* Customized training programs
* Sustainability initiatives and support through the Accenture Foundation
* Diversity-focused employee networks
* Additional benefits including special conditions at Bankinter office and profit sharing
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