Job Title Client Support Agent
Our team is all about focusing on Partner Content Operations and Commerce Operations.
Roles and Responsibilities
Emphasis on driving high customer satisfaction and resolution
Supporting users queries in relation to paid content on YouTube (movies, TV shows, paid channel, YTR) and requests in regards to Google Play Music
Troubleshooting and helping resolve video playback issues
Process refunds for accidental and unauthorised purchases
Customer education on supported devices, purchase processes and features
Collaboratively sharing feedback through appropriate channels related to tools, processes or systemic user/product issues
Ensuring excellent customer satisfaction
Following pre-defined workflows when responding to customer inquires
Fluency in English plus excellent native-level (Portuguese & Spanish, Polish, French, Dutch or Turkish) written and verbal communication skills in language of support, with minimum 2 years’ experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)
Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
Must be able to grasp complex and sometimes technical concepts, and relate them to our users in an easily understandable way
Ability to communicate complex issues in a friendly and easy to understand format
Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role
Tech-savvy, should be regular user of YouTube and other Google platforms
Internet savvy, understand the players in this space
Digital literacy, ability to troubleshoot complex issues
Demonstrating speed, agility, critical-thinking and problem-solving skills
Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process changes
Experience with prioritizing multiple tasks in a fast paced and ambiguous environment
Significant attention to detail
Team player with ability to work in a fast-paced, collaborative and constantly evolving environment
Strong work ethic and ability to work with minimal supervision.
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .