Customer Service Analyst & SME – Incident & Knowledge Lead

Accenture; Philippines; On-site; PHP 290,000 - 469,000; Full time

Job summary

Accenture is seeking a Customer Service Analyst for its Philippines delivery center, with a Return to Office setup. The role focuses on guiding agents, resolving customer concerns, and ensuring adherence to SLAs.

You will leverage domain knowledge, document processes, and escalate effectively to provide high-quality support. Ideal candidates have at least 2 years of relevant experience in customer service, strong communication, and a collaborative mindset to sustain high customer satisfaction

Qualifications

• Minimum 2 years of relevant working experience in customer service or service desk environments.
• Ability to follow defined procedures and work with data capture tools.

Responsibilities

• Assist agents with customer requests, problem identification, resolution, and escalations.
• Document troubleshooting steps and customer information in the data capture tool; escalate when needed.
• Perform incident notification and escalation to ensure timely awareness and response.

Skills

SME

Job description

Accenture is seeking a Customer Service Analyst for its Philippines delivery center, with a Return to Office setup. The role focuses on guiding agents, resolving customer concerns, and ensuring adherence to SLAs.

You will leverage domain knowledge, document processes, and escalate effectively to provide high-quality support. Ideal candidates have at least 2 years of relevant experience in customer service, strong communication, and a collaborative mindset to sustain high customer satisfaction