DE032982-Customer Service Associate

8003 Accenture Inc Company; Quezon City; Hybrid; PHP 312,000 - 469,000; Full time

Job summary

Accenture is seeking a Customer Service Associate in a hybrid setup requiring eligibility to work in the country. The role involves handling inbound calls for policyholders, agents, and new customers, with research to answer queries and resolve issues.

Candidates should have 12 months BPO CSR experience in insurance/finance or related fields, and be proficient in English (B2). Compliance training and performance targets are emphasized.

Qualifications

• At least 12 months of BPO CSR experience in Insurance and related fields, or 12 months in BPO CSR with financial sector experience (Personal Insurance, Personal Banking, Investment, Wealth Management).
• Voice proficiency: B2.
• Open to both BPO and non-BPO work backgrounds.

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

BPO CSR experience

Voice proficiency

Insurance/financial services knowledge

BPO & non-BPO background

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

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

Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture