Customer Experience Specialist — In-Office

Accenture in the Philippines; Taguig; On-site; PHP 212,000 - 290,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate to deliver high-quality support across calls, chats, emails, and social channels. The role emphasizes accurate documentation, escalation, and adherence to SLAs in a fast-paced environment at our Taguig site.

The ideal candidate maintains professionalism, prioritizes customer satisfaction, and adapts to evolving guidance while safeguarding client data and complying with internal controls.

Responsibilities

• Provide high quality customer service support for resolution of customer problems, issues, requests, and queries received via call, web chat, social media, or email.
• Ensure proper use of tools and navigation, accurate and timely documentation, notification, escalation, tracking, transfer, and follow-up of all incidents.
• Follow authentication, quality, process, and compliance guidelines to meet regulatory and client expectations, as well as identify, and avoid fraudulent activities.
• Develop and maintain an understanding of customer Service Level Agreements (SLAs) and key performance requirements.
• Receive and apply coaching and feedback received to improve performance and meet key performance indicators.
• Support, record, handle, and resolve a variety of customer service issues through telephone, chat, or email interactions.
• Validate, investigate, and resolve issues accurately and within established guidelines, coordinating with the escalation path and following the transfer guidelines as needed.
• Exhibit positive call conversation behaviors and etiquette, a sense of urgency and empathy, high quality and compliance, product and service knowledge, attention to detail, and genuine concern for the customer.
• Maintain knowledge of customer-specific business environments, processes, and tools and participate in on-the-job and classroom training to develop product, industry, and professional skills.
• Promote and maintain a high level of professionalism, reliability, adaptability, integrity, ownership, ability to work in a fast-changing and high-pressure environment, and work attitude through attendance, metric performance, and interaction with peers and management.
• Proactively assess areas opportunities to improve processes, and maintain and enhance positive relationships with clients, customers, and internal teams through excellent performance of accountabilities.

Job description

Accenture in the Philippines is seeking a Customer Service Associate to deliver high-quality support across calls, chats, emails, and social channels. The role emphasizes accurate documentation, escalation, and adherence to SLAs in a fast-paced environment at our Taguig site.

The ideal candidate maintains professionalism, prioritizes customer satisfaction, and adapts to evolving guidance while safeguarding client data and complying with internal controls.