Customer Service Agent - Phone Support - English (CL 13)

Customer Support Agent

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.

Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.

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.

In the context of this role, individuals will be exposed to potentially disturbing content, and will need a level of resilience and maturity. Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images. Must be comfortable reviewing sensitive content including graphic pornography, violence, drug use, child abuse, etc. Majority of your time will be spent on general content music, sports, beauty, fashion, kids, etc. but you will come across some sensitive content on a weekly basis.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world's largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

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.

Proven experience in a customer service or call center role (1+ years preferred). Excellent verbal communication and active listening skills and English C1. Strong problem-solving abilities and attention to detail. Deep familiarity and passion for the internet, internet platforms, and internet culture Ability to remain calm and professional under pressure. Proficiency with CRM systems and call center software. Strong coping, emotional resilience, and stress-management skills. Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies Comfort synthesizing and analyzing information from multiple streams Ability to work well individually and as part of a team Ability to work differing rotations/shifts and non-standard work hours Flexibility in meeting changing business needs in a fast-paced environment Strong coping, emotional resilience, and stress-management skills Excellent comprehension, communication, and (insert language) skills Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies Strong attention to detail Comfort synthesizing and analyzing information from multiple streams Strong critical thinking and decision-making skills

Empathetic and customer-centric mindset. Team player with a positive attitude. Adaptable to change and open to feedback. Passion for delivering outstanding service.