Workplace Customer Experience Specialist at Accenture

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 inhospitality organising meetings 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