DE032928-Customer Service Associate

8003 Accenture Inc Company; Mandaluyong; On-site; PHP 223,000 - 335,000; Full time

Job summary

Accenture is hiring a Customer Service Associate in Mandaluyong, Philippines. The CSR provides customer service support in line with SLAs, focusing on call quality and timely issue resolution.

The role involves handling inquiries via phone, chat, and messaging tools, documenting incidents, escalating when needed, and maintaining professionalism.

Applicants must have a standard voice profile and at least 6 months of voice experience; CSVAR B2 is preferred. Return to office setup.

Qualifications

• Standard Voice Profile required.
• At least 6 months of voice experience with no domain specified.
• CSVAR B2 certification or level.

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.

Skills

Standard Voice Profile

6+ months voice experience

CSVAR B2

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

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

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