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Accenture · 12 hours ago

Customer Service Subject Matter Expert (SME)

San Antonio, 10931 Laureate Drive, OPS

Full-time

Onsite

Entry, Mid Level

$24.36/hr - $24.36/hr

2+ years exp

Accenture is a leading global professional services company that helps organizations build their digital core and optimize operations. The Customer Service Subject Matter Expert (SME) will provide quality customer service, assist agents with best practices, and recommend process improvements to enhance customer experience.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

Responsibilities

Provide quality customer service, to our end users which drives customer experience and key metrics that will be measured for accuracy and timeliness

Assist agents with questions and best practices, provide coaching and guidance to handling customers, resolving queries, and fostering a positive customer, client, and internal stakeholder relationship

Innovate, Identify and recommend process improvements

Maintains an awareness of the client’s business, operational activities, and processes

Communicate relevant information to Team Leads and escalate issues or complex delivery items

Qualification

Customer support experienceQuality assuranceProcess improvementUser acceptance testingInterpersonal skillsTime managementSelf-motivationCommunication skills

Required

Minimum 2 years of experience in customer support or concierge services

Minimum of 6 months' experience in quality, subject matter expert, training, mentoring or process improvement role

Must be flexible to work any shift including weekends and holidays

The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion

Preferred

Self-motivated to work independently, with minimal supervision

Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values

Excellent time management skills, ability to proactively and independently manage workload and targets

Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately

Basic understanding of how Gen AI and LLM behave and self-correct. Knowledge or experience in user acceptance testing/UX impact product development