Incident Management Officer with German

If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!
Here, you’ll match your ingenuity with the latest technology to make incredible things.
 

• ​Know the customer and understand our customer’s expectations with their reactive support experience;

• Focus on critical issues to ensure customer satisfaction;

• Set proper expectations with customers for support;

• Acknowledge and respond to customers' requests promptly;

• Anticipate risk and escalations based on customer context;

• Handle high-risk escalations and gather/analyze information as needed to support the customer;

• Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders;

• Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration;

• Monitor reactive cases owned by internal support organizations;

• Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health;

• Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention;

• Establish a customer obsession approach that puts the customer and the customer operational health in the center;

• Understanding of reactive case lifecycle and troubleshooting methodology.

• Strong German & English written and verbal communication skills (preferably B2-C1);

• Nice to have 1 year of customer service experience;

• Bachelor’s degree, or equivalent experience;

• Positive, energetic, enthusiastic attitude;

• Strong attention to detail;

• Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.;

• Ability to apply judgement in high pressure situations with minimal external guidance;

• Strong ability to comprehend written communications;

• Strong communicator and a great team player.

Employee Benefits – Be well, work well, live well 

• Flexible medical & dental subscription plan with Regina Maria; 

• Nutrition counselling & Wellness subscriptions (7Card, Worldclass, SanoPass, or other providers); 

• Benefit Online platform for gift vouchers, transportation passes, vacation, cultural activities and many others; 

• Discount on Accenture shares through Employee Shares Purchase Plan;  

• Referral bonus, depending on the career level of the job opening;  

• Life insurance for you and your loved ones. 

• 23 vacation days with our loyalty scheme, granting additional days: 1 extra day after 2 years, another after 5 years, and an additional day every 3 years until reaching a total of 30 vacation days; 

• Additional private pension plan, starting the second month of employment;  

• Flexible working hours depending on project specifics; 

• Access to a wide range of training and development opportunities; 

• Communities of interest: sport, volunteering, and employees' resources groups (parents, mental health allies, Pride, disability, expats). 

• Psychological and psychotherapy counselling support; 

• Premium access to well-being apps (Calm and Wysa); 

• Paid maternity or paternity leave; 

• Children educational reimbursement; 

• Support for adoption & psychological, financial and legal sessions for everyone in your household. 

Visit us at www.accenture.com 

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.