DE032902-Customer Service Associate

Accenture PLC; Taguig; On-site; PHP 335,000 - 469,000; Full time

Job summary

Accenture PLC in Taguig is seeking a Customer Service Associate to provide exceptional support across phone, chat, and email channels. The role emphasizes resolving customer concerns, ensuring accurate documentation, and maintaining strong client relationships in a Return to Office setup.

The position requires at least 6 months of voice experience, a standard voice profile, and adherence to SLAs. Rotation shifts and project rest days apply in a dynamic, fast-paced environment.

Qualifications

• Experience in customer support with voice channel preferred.
• Ability to follow SLAs and escalate issues appropriately.

Responsibilities

• Provide exceptional customer service by resolving concerns and queries.
• Maintain positive customer relationships and proper documentation.
• Follow guidelines to meet regulatory and client expectations.
• Use tools effectively to document, escalate, track, and follow-up incidents.
• Work across calls, web chat, social media, or email to resolve issues.
• Understand SLAs and KPIs; apply coaching to improve performance.
• Attend training to develop product, industry, and professional skills.
• Demonstrate professionalism, empathy, and accurate data handling.

Skills

Voice experience

Voice profile

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 Associate

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Customer Support 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 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
• With at least 6 months of voice experience, 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.

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