Skill required Advertising Review - Customer Service Designation Trust Safety Associate Qualifications Any Graduation Years of Experience 1 to 3 years About Accenture Accenture is a global qualified 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 Technology and Operations services and Accenture Song all powered by the world s largest network of Advanced Technology and Intelligent Operations centers Our 699 000 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 www accenture com What would you do You will be responsible for analyzing and reviewing user profiles audio videos and text-based content and or investigating escalating and or resolving issues that are reported by users or flagged by the system Due to the nature of the role the individual may be exposed to flashing lights or contrasting light and dark patterns Content moderation is meaningful work that helps keep the internet safe It may also be challenging at times In the context of this role individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content e g graphic violent sexual or egregious Therefore content moderators need strong resilience and coping skills We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities Active participation in Accenture s well-being support program designed specifically for the Trust Safety community provides valuable skills to promote individual and collective well-being Customer service refers to the assistance and support provided by a business or organization to its customers before during and after a purchase or use of a product or service It involves addressing inquiries resolving issues and ensuring customer satisfaction to build and maintain positive relationships What are we looking for 2-3 years of customer support experience via phone email and chat Experience working with direct consumers in B2C environment B2B is a distinct advantage Solid communication skills with a proactive and positive approach to tasks High attention to details and follow through An effective team player who is able to also work independently Proven ability to deal with problems and solve them effectively Professional customer service skills solutions mindset helping nature passion for the customer and the customer experience Robust multitasking skills e g able to log calls and interact with the customer simultaneously Online advertising experience is a huge plus and preferred o Strong coping emotional resilience and stress-management skills o Excellent comprehension communication and English language skills o Ability to perform duties objectively devoid of inherent biases or personal beliefs in the best interest of client policies o Strong attention to detail o Comfort synthesizing and analyzing information from multiple streams o Strong critical thinking and decision-making skills o Review classify and or remove content according to client guidelines using specific tools and channels o Roles and Responsibilities oIn this role you are required to solve routine problems largely through precedent and referral to general guidelines o Your expected interactions are within your own team and direct supervisor o You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments o The decisions that you make would impact your own work o You will be an individual contributor as a part of a team with a predetermined focused scope of work o Please note that this role may require you to work in rotational shifts o Understand and remain updated on changing client policies and guidelines o Investigate resolve and relay complex content issues to the broader Trust and Safety team Roles and Responsibilities o Provide support to customers via live chat on various platforms o Respond to customer inquiries in a professional and timely manner o Assist customers in troubleshooting technical issues placing orders providing product information and resolving any concerns o Identify and resolve customer issues and complaints effectively o Escalate unresolved issues to higher-level support teams when necessary o Maintain a calm positive and helpful attitude with all customer interactions o Stay updated with the latest product service features company policies and troubleshooting steps to provide accurate information o Provide clear and concise explanations to customers regarding products services or policies o Manage multiple customer chats simultaneously while maintaining a high level of customer service o Ensure that chat responses are efficient clear and accurate o Meet performance metrics for response time resolution time and customer satisfaction o Document customer interactions accurately in the system o Log all inquiries complaints and solutions provided for future reference o Maintain detailed records of customer issues and feedback for quality and training purposes o Work closely with other team members and departments to ensure seamless service delivery o Share feedback best practices and insights with the team leader to improve overall team performance o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies o Participate in regular training sessions to improve skills and knowledge Any Graduation About Accenture We work with one shared purpose to deliver on the promise of technology and human ingenuity Every day more than 775 000 of us help our stakeholders continuously reinvent Together we drive positive change and deliver value to our clients partners shareholders communities and each other We believe that delivering value requires innovation and innovation thrives in an inclusive and diverse environment We actively foster a workplace free from bias where everyone feels a sense of belonging and is respected and empowered to do their best work At Accenture we see well-being holistically supporting our people s physical mental and financial health We also provide opportunities to keep skills relevant through certifications learning and diverse work experiences We re proud to be consistently recognized as one of the World s Best Workplaces TM Join Accenture to work at the heart of change Visit us at Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences All employment decisions shall be made without regard to age race creed color religion sex national origin ancestry disability status military veteran status sexual orientation gender identity or expression genetic information marital status citizenship status or any other basis as protected by applicable law Our rich diversity makes us more innovative more competitive and more creative which helps us better serve our clients and our communities