Company

Accenture

Employment type

Full time

Experience

Mid Level

DESCRIPTION

Job Description

The Customer Support team is the first point of contact for all our customers. We are responsible for providing excellent customer service through identifying issues quickly, providing effective solutions, educating the customer to reduce future avoidable contacts, owning the customer query until resolved or escalating to the correct team. The customer service team identifies improvement opportunities aligned to our key objectives such as Customer Agent Impact Score (CAIS), First Contact Resolution (FCR) & transfers.

Our customer support team is the first port of call for customers. It is vital we deliver excellent support to ensure we remain the most trusted cryptocurrency platform.

Leading a team with responsibility for all daily activities impacting the customer experience.
Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time.
Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
Providing guidance by “show me rather than tell me” to reduce future escalations and get team members self-sufficient.
Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
Identifying customer improvement opportunities and turning these into impactful actions.
Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact centre tools.
Coaching team for success, turning all contacts into a learning improvement opportunity. Using performance management systems to understand team members' performance and gaps.
Collaborating with CXO on product, process and CX improvement programmes.
Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions
Meet with the team weekly or as is needed to align on customer experience performance and programmes.
Stay connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues.
Facilitating weekly huddles with agents focused on particular topics or metrics
Understand the top user issues and make recommendations to improve products and policies; support the team in being the voice of the customer to the rest of the company. Tell the story by bringing clear insights and numerical impact.

REQUIREMENTS

2 years people management experience in a contact center, BPO, vendor management environment
Fluency in English verbal and written.
Minimum C1 level in German
Ability and thrives in a fast paced multicultural team.
A curious mindset that seeks to learn, challenge the status quo and improve our business.
Encourage openness and transparency whilst respecting individuals privacy.
Respect & promote equality, diversity and inclusion.
Someone who is as interested in team success as personal success. A team player who can build a championship team.
An inspiring coach who can meet team members and their level and develop to top performers or promotion.
Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles.
An excellent communicator proficient in communicating at all levels and channels.
Experienced in delivering high-quality results you will be experienced in implementing “best practice” customer service, sales and account management within contact centres
Knowledge of solution design process, procedures and operating models you will also be highly proficient with contact centre technology
Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions
Analytical with an understanding of trends.
Experience working in crypto company
Experience in a lean, kazan or other customer centric programme
KPI’s -daily, weekly, monthly
Issue resolution, FCR, CAIS, Transfers, Productivity.

OFFER

What can we offer:

Competitive salary (paid over 14 payments annually), language bonuses, daily meal allowance, health insurance and transportation to and from the office.
Using foreign language and new technology solutions daily, cooperating with various global clients.
Constant support and clear development path from your first day – a dedicated Buddy, who will help you in adjusting to best practice and ways of working.
Focus on your strengths and continuous feedback enable fast professional growth, as well as new skills building by various online and classroom trainings.
Inclusion and diversity in practice: truly multicultural environment; we support LGBTQIA+, people with disabilities and parents. In our culture of equality, people are truly valued for their differences and free to be who they are.