DE032928-Customer Service Associate

Accenture in the Philippines; Mandaluyong; On-site; PHP 257,000 - 357,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for a Return to Office setup in Mandaluyong. The role focuses on delivering high-quality customer service, documenting issues, and following up to ensure timely resolution.

The CSR will handle inquiries across voice and chat channels while maintaining professional communication and strong adherence to service levels. The position requires at least 6 months of voice experience, a standard voice profile, and CSVAR B2

Qualifications

• Must have standard voice profile and good communication skills.
• At least 6 months of voice/customer service experience.
• CSVAR B2 certification or equivalent language proficiency.

Responsibilities

• Provide support for resolution of customer problems, issues, requests, and queries.
• Document, notify, escalate, track, and follow up on incidents; focus on customer contact.
• Support and record customer service interactions via phone, chat, and required messengers; coordinate with escalation paths.
• Deliver a positive call experience with professional communication and prompt issue resolution.
• Maintain professionalism and reliability through attendance, metrics, and teamwork.

Skills

Standard Voice Profile

Voice experience (6 months)

CSVAR B2

Job description

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 CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.

Responsibilities

• Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.
• To perform assigned skill sets and its corresponding activities and tasks efficiently.
• To support & record a variety of customer service issues through telephone, chat, and/or required messenger application from customers. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client.
• To provide customers with positive call experience by exhibiting positive verbal and written conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues.
• To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management.
• To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountability. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

Skill and Qualifications:

• Standard Voice Profile
• With at least 6 months of voice experience, no domain
• CSVAR B2