Customer Success Associate — In-Office Support

Accenture; Pateros; On-site; PHP 180,000 - 240,000; Full time

Job summary

Accenture is seeking a Customer Service Associate in Taguig, Philippines. The role involves identifying and resolving customer requests following defined procedures, with on-site work setup.

Responsible for documenting troubleshooting steps, understanding SLAs and KPIs, and maintaining high customer satisfaction. Candidates may handle non-call requests via mail or email and may need to follow up on incidents to ensure resolution.

Qualifications

• Standard Voice Profile required.
• At least 6 months of relevant experience.

Responsibilities

• Performs customer request/problem identification and follows defined procedures to resolve correctly.
• Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notify responsible party for resolution
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May complete and resolve non-call customer contact requests received by mail, web or email
• May perform follow-up on incidents with customer to ensure customer satisfaction
• Develop and maintain product knowledge, industry knowledge, business and professional skills by participating in on-the-role training and classroom training
• Share information required for the team to be successful
• Develop and maintain knowledge of customer and customer-specific business environment
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction

Skills

Standard Voice Profile

Job description

Accenture is seeking a Customer Service Associate in Taguig, Philippines. The role involves identifying and resolving customer requests following defined procedures, with on-site work setup.

Responsible for documenting troubleshooting steps, understanding SLAs and KPIs, and maintaining high customer satisfaction. Candidates may handle non-call requests via mail or email and may need to follow up on incidents to ensure resolution.