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.
We are looking for a Customer Success Representative to join our growing office in Malaga. The right candidate will join a fun and energetic team that offers digital marketing expertise to the European market and will be an integral part of growing our business.
Job Purpose: Provide support to unmanaged advertisers using Ads Manager/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 French (C2 level).
3. English proficiency at B2 level or higher is required.
4. Skills: Quick learner with attention to detail, critical thinker capable of crafting personalized responses, excellent troubleshooting and problem-solving abilities, and strong written and verbal communication skills.
5. Interest and Motivation: Interest in advertising and marketing, highly motivated, proactive, adaptable to change, and a team player who can also work independently.
6. Additional Skills: Prior experience with Salesforce case management is a plus.
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