Job location: Bucharest, Brasov, Iasi, Timisoara | Hybrid | Shift-based schedule as follows: 8:00 –17:00 and 12:00–21:00.

Please note:

For candidates located in other locations from Romania we can offer greater flexibility, including a remote working arrangement, subject to business and project needs.

Role summary

Job location: Bucharest, Brasov, Iasi, Timisoara | Hybrid | Shift-based schedule as follows: 8:00 –17:00 and 12:00–21:00.

Please note:

For candidates located in other locations from Romania we can offer greater flexibility, including a remote working arrangement, subject to business and project needs.

Role summary

The Contact Center Officer is the primary point of contact for customers, delivering support across inbound and outbound channels. The role is responsible for resolving customer inquiries, collecting missing documentation, providing process guidance, and ensuring a positive customer experience while meeting operational performance targets.

Your mission

• Handle inbound and outbound customer interactions via phone and digital channels;

• Support customers with inquiries related to onboarding, account maintenance, documentation, and service requests;

• Contact customers to obtain missing information and required documentation;

• Resolve customer issues in a professional and timely manner;

• Ensure accurate and complete documentation of customer interaction;

• Meet defined service, quality, and productivity KPIs;

• Escalate complex cases following established procedures;

• Promote customer satisfaction and first-contact resolution;

• Identify opportunities for process improvements and enhanced customer experience.

Required Qualifications

• German & English - B2–C1;

• Minimum high school diploma;

• Customer-focused mindset, attention to detail, adaptability, and willingness to learn additional processes;

• Entry-level roles: previous experience is not mandatory;

• Mid-level roles: minimum 1 year of experience in customer support area;

• Ability to manage multiple applications and priorities and work across multiple systems and digital platforms.

Preferred Qualifications

• French or Italian is considered a strong advantage;

• Experience in customer service, contact center, or banking operations;

• Goethe German-language certification is a plus.

Employee Benefits – Be well, work well, live well

• Private medical and dental coverage through Regina Maria.

• Flexible benefits package via Benefit Online, including vouchers, transportation, wellness, and cultural activities.

• 23 vacation days, with additional days awarded through our loyalty program.

• Additional private pension plan starting from the second month of employment.

• Access to extensive learning, training, and career development opportunities.

• Well-being support, including psychological counseling and premium wellness apps.

• Life insurance coverage for you and your loved ones.

• Flexible working hours, depending on project requirements.

Discover the full range of Accenture benefits here: https://www.accenture.com/ro-en/careers/local/benefits