About the position
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, Song, 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 737,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at [URL Removed]
We are looking for a Workplace Customer Experience Specialist who can develop, support and optimize the multi-channel Customer Experience operations within a small to medium size/complexity geographic area. In this role you will work with internal & external clients to effectively manage the customer life cycle which includes working cross-departmentally to ensure a seamless customer's experience in our office space.
This is a full-time office based role which requires flexible working hours.
Key responsibilities will include:
- Lead a team of 8-10 pax who provide customer facing services within our offices.
- Ensure consistent delivery of our overall Customer Experience through a variety of cross-functional tasks.
- Organize, support and resolve the escalations related to services within scope, including onsite meetings and events.
- Collaborate with a variety of teams across workplace solutions, marketing, technology support and more.
- Ensure support for assigned events, completion, accounting distribution and final reconciliation.
- Update the knowledge base with supplier and sourcing trends, applying new approaches as appropriate.
- Help establish standard terms and conditions for customers and internal services providers and adjust processes or sourced arrangements.
- Provide support to communicate policy to our Accenture team and our internal service providers.
- Monitor and manage compliance with existing policy and recommend changes to align with changing business needs.
- Remain abreast new emerging technologies and systems to drive efficiencies to processes in particular from a technical stand point.
- Assist in optimizing the customer service offered by the different business areas such as: workplace, marketing and technology support. Report issues which may affect the Customer Experience when needed and follow up.
- Conduct ad hoc analysis of social conversation in response to issues, situations and other trends impacting Customer Experience while providing insight and recommendations on overall communications strategies to leadership.
- Review meaningful KPIs report to improve Customer Experience. Help implement action plans for improvement.
- Maintain and update all content in the multi-channel platforms under scope.
- Serve as the main point of contact internally and externally within the organization.
Ideally you will be:
- Service and customer oriented
- A leader who is able to foster a cooperative and collaborative work environment and work with the team to achieve goals
- Able to analyze, and problem-solve and independently resolve issues across tasks/projects
- Target-oriented and results-driven
- A creative thinker
- Good at time management
- Abel to handle multiple competing priorities proactively and adapt to a flexible, fast-paced environment
- High attention to detail
- Good interpersonal skills to include relationship and stakeholder management, influencing and negotiating. Is able to work well will all levels of management, staff, outside clients and vendors
- Excellent written and oral communication skills, with ability to clearly communicate ideas and results to all organizational levels
Qualifications
- Approx 8 years' experience in meeting and events or equivalent with experience in customer service delivery across several work areas.
- Strong business acumen with financial accounting skills.
- Able to develop and oversee operating budgets
- Resource management experience covering:
- Workload management
- Performance and career counselling
- Communications
- On-the-job training
- Conflict resolution - Program/project management skills
- Good knowledge of Microsoft office tools and SharePoint
