Accenture

Incident Management with French

 

What are your responsibilities?

• Managing customer and internal engineer escalations while working closely with the Service Delivery Manager.
•  Overseeing the reactive landscape end to end and managing any support bottlenecks to ensure smooth progression and inform key stakeholders as required.
•  Creating and reviewing Incident Management reports in order to deliver business insights through incident categorization and trend analysis.
• Identifying opportunities for proactive services in order to reduce the frequency and duration of incidents.
• Collaborating with the Critical Escalation Team on any escalations related to customer critical incidents.
•  Sending monthly and weekly summary reports of Customer Support usage directly to customers, including details of current status.
• Providing weekly reports of sensitive cases and escalation activities, carried out for review with the Service Delivery Manager.
•  Advocating and being customer-centric when engaging internally and externally to drive progression of incidents.
•  Using the appropriate escalation routes and tools to ensure the service is delivered in a timely way and at a relevant and accurate standard.
•  Participating in team meetings, discussions and other activities in order to share information and support the EMEA Services Team by promoting teamwork and collaboration through a positive attitude.

Are you our ideal candidate?

• Fluency in French and English, both written & spoken;
• Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);
• Verbal and written communication skills;
•  Active listening skills;
•  Detail-oriented and analytical;
•  Positive ‘can-do’ approach;
•  Problem solving and analysis;
• Customer service orientation.

Our offer

• Competitive salary and performance bonuses
• Attractive benefits package including: coverage of public transportation, private medical services, private pension account, life insurance private account, gym subscription or medical services for a member of the family, meal vouchers for each working day, online, interactive library subscription
• Opportunity to practice your language skills with native speakers
• Access to a global network of knowledge and resources
• Extensive training through a variety of methods – online, classroom, etc.
• Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries
• An experienced Career Counselor to guide you and check on your progress
• Interesting and challenging work for the world’s leading companies – our clients
• Professional growth opportunities that recognize individual contributions and performance
• A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.