Customer Contact Officer with Polish

Your career is about what you want to be and who you want to be. It’s about bringing your skills, curiosity and best true self to work. 

In an era where people are critical to success, join a team that prioritizes human ingenuity and fosters a workforce where technology elevates people (not the other way around), freeing them up for more creative thinking and exciting work.

By being part of our team, you will work from Monday to Friday, 09:00-18:00 fully on-site from our Bucharest office during the first year of activity., followed by a hibrid setup.

• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation ;

• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution; 

• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention ;

• Develops and maintains knowledge of customer and customer specific business environment;  

• Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements;  

• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training; 

• Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures ; 

• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.

The role also involves voice support, including handling inbound calls with employees or stakeholders.

• Good knowledge of Polish and English, B2 level;

• Previous experience in Customer Service Area is an advantage. Between 1 and 3 years of relevant experience may be required for some roles;

• Negotiation skills;

• Bachelor's degree or high school degree- mandatory requirement;

• Good communication skills, oriented and analytical skills;

• Confidence, a positive attitude, and openness to learning.

Employee Benefits – Be well, work well, live well

• Relocation package and a competitive sign-on bonus offered upon joining, in addition to our comprehensive benefits package;

• 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, ex-pats).

• Psychological and psychotherapy counseling support;

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

• Paid maternity or paternity leave;

• Children's 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.