DE032901-Customer Service Associate

Accenture PLC; Taguig; On-site; PHP 167,000 - 279,000; Full time

Job summary

Accenture PLC in Taguig is seeking a Customer Service Associate to provide exceptional support across calls, chats, emails, and social media. You will resolve customer concerns, maintain quality documentation, and ensure compliance with SLAs while upholding a professional and empathetic service mindset.

Join a team focused on accurate issue resolution, strong customer relationships, and continuous learning through coaching and on‑the‑job training in a dynamic, fast-paced environment.

Qualifications

• No experience required.
• Standard Voice Profile preferred.

Responsibilities

• Provide customer service via call, web chat, social media, or email.
• Document and escalate incidents per SLAs and quality guidelines.
• Maintain professionalism, empathy, and accuracy in all interactions.

Skills

Standard Voice Profile

No experience required

Job description

POSITION TITLE: Customer Service Associate

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Customer Support New Representative is responsible for providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. This role involves maintaining positive customer relationships.

RESPONSIBILITIES:

• The Customer Support New Representative is responsible for providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. This role involves maintaining positive customer relationships and ensuring proper documentation, high quality and compliance, notification, escalation, tracking, and follow-up of all incidents focusing on customer contact rather than transaction processing.
• 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.
• Perform assigned skill sets and corresponding activities efficiently.
• 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.

OTHERS:

• Project Shift Schedule: Rotation
• Project Rest Day: Rotation
• Project/Team Location: Taguig, Uptown Bonifacio Tower 2

SKILL AND QUALIFICATIONS:

• Standard Voice Profile
• No experience required, no domain

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’sRecruiting and Hiring Statementfor more information on how we process your data during the Recruiting and Hiring process.

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