DE032855-Instructor Analyst

Accenture; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Accenture in Cebu City is seeking an Instructor Analyst to support new hire training and upskill sessions in a dynamic, customer-focused environment. This return-to-office role is based in Cebu, with rotation shifts and the right to live and work in the country already established.

You will use our CRM/mainframe systems to resolve customer issues, document interactions, and contribute to scheduled and special reports, while coordinating with team leaders and cross-functional partners.

Qualifications

• At least 2 years of trainer experience.
• With LPA score of B2.
• With exposure to TLs.

Responsibilities

• Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
• Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
• Maintain customer records by updating account information
• Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design
• Ability to think out of the box
• Ability to work in a dynamic and innovative environment by contributing towards ideation for the project

Skills

Trainer experience

LPA score B2

Exposure to TLs

Job description

—ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE—

POSITION TITLE: Instructor Analyst

WORK SETUP: Return to Office

OVERALL PURPOSE: Facilitate new hire training, upskill/cross-skill sessions

RESPONSIBILITIES:

• Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
• Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
• Maintain customer records by updating account information
• Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design
• Ability to think out of the box
• Ability to work in a dynamic and innovative environment by contributing towards ideation for the project

OTHERS:

Project Shift Schedule: Rotation Shift

Project Rest Day: Rotation Off

Project/Team Location: Cebu, Cyberzone Building, Tower 1

SKILLS AND QUALIFICATIONS:

• At least 2 years of trainer experience
• With LPA score of B2
• With exposure to TLs

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.