DE032982-Customer Service Associate

Accenture PLC; Quezon City; On-site; PHP 246,000 - 357,000; Full time

Job summary

Accenture PLC is hiring a Customer Service Associate for a hybrid setup in Quezon City. The role handles inbound calls from policy holders, agents and new customers, delivering information and solutions while navigating data entry systems.

Employees complete regulatory training and keep up with process learnings to meet performance standards. Night shift, weekends off, and specific project location are part of the schedule.

Qualifications

• 12 months of BPO CSR experience in Insurance or related fields, or 12 months in BPO CSR across any account plus 12 months in non-BPO financial sector.
• Voice proficiency: B2
• Open to BPO and non-BPO experience.

Responsibilities

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers.
• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers.
• Provides resolutions to caller problems and issues including researching and exploring alternative solutions.
• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope.
• Navigates through a computerized data entry system or other relevant applications.
• Manages documentation of all call information according to standard operating procedures.
• Undertakes all compliance and regulatory training in line with company requirements.
• Accountable to keeping up with process related learnings/training and meeting performance standards set by the business.

Skills

Voice proficiency

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: Hybrid

RESPONSIBILITIES:

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers.
• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers.
• Provides resolutions to caller problems and issues including researching and exploring alternative solutions.
• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope.
• Navigates through a computerized data entry system or other relevant applications.
• Manages documentation of all call information according to standard operating procedures.
• Undertakes all compliance and regulatory training in line with company requirements.
• Accountable to keeping up with process related learnings/training and meeting performance standards set by the business.

OTHERS:

Project Shift Schedule: Night ShiftProject Rest Day: Weekends OffProject/Team Location: Quezon Gateway Tower 2

SKILL AND QUALIFICATIONS:

• At least 12 months of BPO CSR experience in Insurance and any related fields (wealth management, banking, finance, health), or 12 months of BPO CSR experience, any account, AND, 12 months of work experience in the non-BPO financial sector (Personal Insurance, Personal Banking, Investment, Wealth Management, etc.) or medical insurance
• Voice proficiency: B2
• Work Background/Experience in General: Must be open to BPO & Non-BPO Experience

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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