DE032982-Customer Service Associate

Accenture in the Philippines; Quezon City; Hybrid; PHP 180,000 - 240,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for a hybrid role in Quezon City. The role handles inbound calls from policyholders, agents, and new customers, providing information and resolutions based on available resources.

Responsibilities include maintaining documentation, completing required training, and meeting performance standards within the defined shift schedule. Ideal candidates have BPO CSR experience and a background in financial services or insurance.

Qualifications

• 12+ months of BPO CSR experience in Insurance/related fields or 12+ months in BPO CSR with any account and 12+ months in non-BPO financial sector or medical insurance.
• Voice proficiency: B2.
• Open to BPO & Non-BPO experience.

Responsibilities

• Receives inbound calls to provide customer service support.
• Researches information and responds to queries using available resources.
• Provides resolutions and escalates unresolved issues outside of scope.
• Creates promised solutions or after-call work.
• Navigates through data entry systems and relevant applications.
• Documents call information according to SOP and training requirements.

Skills

BPO CSR experience

Voice proficiency: B2

Open to BPO & Non-BPO

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: 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 Shift Project Rest Day: Weekends Off Project/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

Requirements