DE032928-Customer Service Associate

Accenture PLC; Mandaluyong; On-site; PHP 223,000 - 357,000; Full time

Job summary

Accenture PLC in Mandaluyong, Philippines, is seeking a Customer Service Associate to join the Return to Office setup. The CSR role focuses on resolving customer queries with quality service, ensuring timely follow-up and adherence to service levels.

The position requires a standard voice profile and at least six months of voice experience, with CSVAR B2 proficiency. Responsibilities include handling inquiries via phone, chat, and messenger, documenting issues, escalating when needed, and

Qualifications

• At least 6 months of voice experience, no domain.
• CSVAR B2 English proficiency required.

Responsibilities

• Provide support for resolution of customer problems, issues, requests and queries; document, escalate, track and follow up incidents.
• Perform assigned skill sets and their activities efficiently.
• Record and resolve customer service issues through telephone, chat, or messenger; coordinate with escalation path as needed.
• Provide customers with a positive call experience through professional communication and timely resolution of issues.
• Maintain professionalism, reliability, and positive work attitude; meet performance metrics.
• Promote positive relationships with clients and Accenture through accountability and quality service.

Skills

Standard Voice Profile

6 months voice experience

Education

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

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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