DE032985-Customer Service Associate

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

Job summary

Accenture is hiring a Customer Service Associate in a hybrid work setup based in Quezon City. The role involves handling inbound calls for policyholders, agents, and new customers, with emphasis on accurate information and resolving inquiries.

Project location: Quezon Gateway Tower 2. Night shift schedule; weekends off as applicable. Strong English communication and regulatory training are required to succeed in this role.

Qualifications

• 12 months of BPO CSR experience in Insurance and related fields, or 12 months of BPO CSR experience in any account, AND 12 months in non-BPO financial sector such as Personal Insurance/Wealth Management.

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

B2 English

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

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