Job details

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 Accenture Operations we rethink the way people work and businesses perform by harnessing the power of rich data for decision-making, innovative technology, and advanced machine intelligence.

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 teams, you will work from Monday to Friday, 09:00-18:00, fully from the office from Bucharest for the first 6 month, followed by a hybrid setup.

How you will make an impact:

• 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.

Skills that make your work successful:

• Advanced level in English and French (minimum B2 level);
• Diploma required: Bachelor's Degree;
• Between 1 to 3 years experience in data analysis and sales operations; 
• Experience in creating sales reports;
• Experience in Excel functions, Power Query, Power Pivot and Power BI;
• Nice to have experience in Software & Platforms industry, data and cloud infrastructure products.

Employee Benefits – Be well, work well, live well

Be at your physical best & take advantage of additional financial support

• 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. 

Follow your purpose

•    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). 

Care for you and your loved ones

• 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. 

At the heart of change, there is a great human. Bring your ideas, ingenuity and passion and be part of our team!