DE032901-Customer Service New Associate

8003 Accenture Inc Company; Taguig; On-site; PHP 290,000 - 424,000; Full time

Job summary

Accenture is seeking a Customer Service New Associate in Taguig, returning to an office setup. The role focuses on resolving customer concerns across call, web chat, social media, or email, while maintaining positive relationships and compliance with SLAs.

You will document accurately, escalate when needed, and apply coaching to improve performance. No experience required; right to live and work in the Philippines is mandatory for eligibility.

Qualifications

• Standard Voice Profile.
• No experience required; no domain knowledge needed.

Responsibilities

• Provide high quality customer service for resolution of problems, issues, requests, and queries via call, web chat, social media, or email.
• Ensure proper use of tools and navigation, accurate and timely documentation, escalation, tracking, transfer, and follow-up of all incidents.
• Follow authentication, quality, process, and compliance guidelines to meet regulatory and client expectations, and identify fraudulent activities.
• Develop and maintain an understanding of customer SLAs and key performance requirements.
• Receive and apply coaching to improve performance and meet KPIs.
• Support, record, handle, and resolve a variety of customer service issues through telephone, chat, or email interactions.

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: Customer Service New 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

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 applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you'll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that's why we offer support any way we can - when you thrive, we all thrive.

Explore your next step at Accenture

Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture