Customer Service Analyst & SME | Tech Support Expert

Accenture in the Philippines; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Analyst to support Voice Customer Service SME functions. The role focuses on guiding agents to resolve customer concerns, document issues, and ensure service level adherence in a return-to-office setup in Taguig.

Responsibilities include incident management, knowledge upkeep, escalation handling, and coaching teams to improve satisfaction and performance while maintaining accuracy and empathy in every interaction.

Qualifications

• Minimum 2 years of relevant customer service experience.
• Experience in technical support is a plus.
• Authorized to work in the Philippines.

Responsibilities

• Assists agents with customer request/problem identification, resolution, and escalations.
• Documents troubleshooting efforts and customer information in data capture tool.
• Performs incident notification and escalation to ensure proper management attention.
• Develops knowledge of products, processes, tools, and service desk procedures.
• Shares information and provides guidance to improve performance and processes.
• Maintains high customer satisfaction ratings and resolution rates.
• Promotes client products and services to meet customer needs.
• Follows up on incidents to ensure issue resolution and satisfaction.
• Acts as knowledge resource and suggests process improvements to supervisor.

Skills

Customer service

Problem resolution

Escalation management

Knowledge sharing

Job description

Accenture in the Philippines is seeking a Customer Service Analyst to support Voice Customer Service SME functions. The role focuses on guiding agents to resolve customer concerns, document issues, and ensure service level adherence in a return-to-office setup in Taguig.

Responsibilities include incident management, knowledge upkeep, escalation handling, and coaching teams to improve satisfaction and performance while maintaining accuracy and empathy in every interaction.