German Speaking SMB Customer Experience Associate

Accenture Ireland

Nazwa: Accenture Ireland

Dublin - Dublin Region, Ireland

Role Overview:

Customer service individual focused on SMB customer base of a Fortune 500 company. Success in this position requires exceptional customer service skills, and desire to apply problem solving skills; ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results.

Responsibilities include:

● Providing timely support to small and medium-sized businesses (SMBs) based in EMEA through different channels - chat, email and phone
● Ability to identify trends and solve problems facing multiple SMB clients
● Responsibility for helping SMB customers drive results via their marketing campaigns through consultation, education, and support, demonstrating the value of the clients SMB advertising solutions
● Provide vital product insights and feedback on client products
● Providing product and tool support to improve the overall experience and drive higher product adoption and spend
● Act as backup for QA’s and TL's as and when required.
● Responsible for managing and assigning Optimization/Customer Delight queries through the workflow queue
● Responsible for managing and maintaining relevant product and tool databases
● Takes ownership of small projects and delivers expected results on time such as analysis, workflow mgmt. and/or training of others,
● Key point of contact for management of escalations and resolution of high complex queries
● Act as SME for specific products/tools to ensure consistent best practices are communicated and applied
● Provides training and coaching for new starters as well as retaining / coaching of existing team members as required

Profile Attributes:

● Demonstrate speed, agility, critical-thinking, problem-solving skills and ability to ramp quickly
● Able to adapt to continuously evolving SMB needs to help clients grow their business on the advertising platform
● Professional customer service skills: solutions mind-set, helping nature, passion for the customer and customer experience
● Resolve customer issues in a timely manner, pro-actively communicate to clients on progress and pro-actively identify areas where clients can improve how they use our solutions
● Focus on SMB customer satisfaction by driving the right product adoption for the right customer
● Self-driven with attention to detail and follow-through
● Ability to multi-task and work under pressure
● Excellent communication skills: verbal, written, listening skills


● BA or BS in Marketing, Economics, Computer Science, or other related field
● 1-3 years prior work experience in marketing or technology

Required Skills and Experience
● Familiarity with online advertising products and social media, specifically AdWords
● Fluency in English and German
● 6 month and more prior work experience in a Google AdWords environment
● Proven high performance record during tenure
● Full understanding of CSAT and other main Google KPI’s
● Must have exceptional grammar and typing accuracy skills

Preferred Skills and Experience

● HTML, CSS, JavaScript, Data Optimization

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