Senior Agent (German) - CL12

General Information

Position: Senior Agent (German) - CL12

Location: WFO in Ballsbridge, Dublin

Contract: Full-time role 40 hours per week

Work Hours: Monday - Friday, 8.30am - 5.30pm (Subject to change for weekend coverage as per requirement)

For internal applicants, the type of contract will remain unchanged.


Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.


If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts.

Kindly read carefully the paragraph in red before applying to the role:

Our global policy 500 related to internal transfers via Careers Marketplace has recently been updated.

If you apply for an internal job at a higher level and are selected to join the team, you will be offered the job at your current level (no change in the level or salary). You will be considered for promotion at the next eligible promotion period.

Although you won’t be promoted at the time you transfer, you still have the opportunity to move into the new role, demonstrate your abilities and expand your skills — which will best position for promotion at the next eligible promotion period.

Duties and Responsibilities:


Validate and respond to inquiries of an urgent or sensitive nature within established guidelines. This includes coordinating with client subject matter experts to respond or support in response to inquiries and or escalations which may be generated by including but not limited to external third parties, Client or Accenture.
Knowledge of understanding Legal Processes, jargon, abbreviations etc used in criminal investigations and court judgements.
Experience in managing Social Platform Eg Facebook LinkedIn Twitter etc , more specific knowledge in Community Operations and Trust Safety domain of social media.
Become an established subject matter expert for policies and procedures in scope for Accenture.
Understanding and checking validity of tickets under client supervision for cases following client processes and procedures.
Complying with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.
Assigned and accountable for workable solutions and processes within specific area of responsibility.
Escalating production issues to Operations Manager or client Point of Contact as appropriate.
Addressing most non routine issues
Ensuring all work is performed in accordance with SLAs and metrics.


INCLUSION AND DIVERSITY

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace.

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com.

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com.


Excellent proven record of performance.
1 to 3 years of experience.
High energy, passion
Robust command of MS Office suite
Excellent written and communication skills with an I can do attitude.
Excellent organizational time management abilities
Ability to clearly identify goals, communicate vision to the team and deliver results
Analytical approach to problem-solving
Ability to remain calm when dealing with high-pressure escalations, grey areas and ambiguity
Ability to identify operational opportunities for improvement
Fluent in English and another European language.
Excellent work pacing time management skills, able to work independently
Attention to detail is essential to ensure the quality of work execution
Willingness to work with sensitive, adult, and controversial content


Basic Qualifications:


Language(s) Required: English: C1, German C1 As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.