Offers “Accenture”

Expires soon Accenture

Customer Advocacy Supervisor

  • Internship
  • COSTA RICA
  • Sales

Job description



Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.


Key Responsibilities:

· The Customer Advocacy Supervisor leads low to medium complexity work stream on a project under the direction of a more senior Lead
· Manages the project from scoping and requirements through deployment for an end-to-end project or specific area of a project
· Escalates issues to management which cannot be resolved at the program/project level
· Ensures resolution of cross-segment/team project issues, risks, and/or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated
· Reports and manage overall project/release status back to the project sponsor and stakeholders
· Takes responsibility for end-to-end solution delivery, ensuring timely delivery of high-quality project deliverables through effective team communications and focus on quality including but not limited to all change requests
· Ensures that the project team follows all quality assurance processes, including periodic reviews and transitions
· Mentors and provides guidance to project resources to continually improve program/project productivity
· Proactively assigns work and provides instructions, advice and technical/business leadership and guidance to project staff; reviews work in progress in a timely manner and assesses completed work for accuracy, required results, and quality
· Develops and maintains knowledge of the customer and customer-specific business environment
· Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
· Demonstrates an understanding of the customer's business needs or market and maintains high customer satisfaction ratings]
· Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

Ideal candidate profile



Qualifications :



Key Requirements:

·  Bachelor degree or 3 years diploma
·  +5 years of experience in Customer Service and Tech Support with preferable experience on ticketing systems
·  Client/Customer handling experience
·  Excellent customer service skills
·  Proficient in Metrics and Reporting
·  Proficient in MS Office including MS Excel, Word, and PowerPoint
·  Experience managing 10+ support professionals
·  Expertise handling escalations and customers
·  Able to balance competing priorities
·  Technical Certifications like ITIL, MOF, A+, Network +, Security +, CCNA, MCP, MCSP, etc
·  Knowledge of HTML, XML, Javascript or CSS is a plus
·  Advanced Portuguese communication skills