Customer Service - Fluent Turkish

Job description

As a Social Media Agent, you will manage and regularly review case queues & follow-up on open tickets.

What You'LL Do:

· Review issue details and analyse, determine and resolve issues for clients
· Provide feedback on trends identified in review
· Have a passion for Social Media platforms and services
· Love resolving issues for your customers
· Ability to diagnose and solve problems facing multiple clients
· Assisting the Quality Analyst and Reporting Analyst in driving quality customer care outcomes
· Become a Subject Matter Expert in the tools & process
· Leverage user reports corresponding with users pertaining to reported objects and other
· sources within the online queue
· Answer many different inquiries through the online queue
· Review user accounts daily to determine whether or not they are spam accounts
· Ensure the maintenance of high-quality support and a high degree of professionalism
· You will have access to sensitive user data
· NOTE: In this position, there may be photos and URLs that contain adult or graphic material
· Will be responsible for the program appointment scheduling/re-scheduling
· Will be responsible for program Aux Code adherence & reporting
· Conduct Ad Hoc reporting at Management requests
· Troubleshoot/Investigate any anomalies in data
· Create KPI related reports & scorecards based on dashboard
· Aid Management with WBR/MBR/QBR presentations
· Aid Management compiling agent performance evaluations
· Update performance related tables & screens visible throughout the work floor
· Aid Management with Incentive related data
· Queue management
· Supporting TL as a POC for any topics that arise
· Data insights for WBR and reporting for TL
· Coaching with fellow Team members

Desired profile

Qualifications :

What It Takes:

·  Strong attention to detail and a self-starter
·  Team player and independent
·  Someone who goes above and beyond on projects A-Z
·  Communicates clearly verbally and via email
·  Ability to quickly absorb training on tool functionality
·  Penchant for web technology (consumer of various web and mobile apps)
·  Strong interest in quality and user experience
·  Experienced at using search engines to find information on the internet
·  Familiar with and user of Social Media products
·  Excellent work pacing (time management) skills, able to work independently
·  Attention to detail is essential to ensure the quality of work execution
·  Able to work in multiple tools/web browser windows at one time
·  Motivated, takes initiative, high energy
·  Familiar with MS office (mainly excel) for updating progress
·  Excellent interpersonal & written skills
·  Fluent English speaker
·  Self-starter, can easily adapt to change (new functionality, changing policies)
·  Good problem-solving abilities
·  Demonstrated consistent high performance while achieving quality scores and metrics
·  Success in this position requires exceptional client service skills; A willingness to experiment; The ability to thrive in a dynamic, team-focused environment; And a passion for helping others achieve

What's In It For You:

·  Induction and Training Programme
·  Multicultural and open environment
·  Sports & Social activities
·  Recognition program Career opportunities
·  Permanent Full-Time contract with Accenture
·  Location: East Wall Dublin, 3 @ Client's office
·  Breakfast offered & Snacks at any time
·  Lunch offered / Dinner offered
·  Service to repair bikes & Bike parking slots
·  Showers & Terrace & Open space

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 505,000 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 .