DE032985-Customer Service Associate

Accenture in the Philippines; Quezon City; Hybrid; PHP 268,000 - 357,000; Full time

Job summary

Accenture in the Philippines is hiring a Customer Service Associate in Quezon City for a hybrid work setup. You will handle inbound calls from policy holders, agents, and new customers, providing information and resolutions in line with standard procedures.

The role requires 12 months of BPO CSR experience (insurance or related fields) and English voice proficiency at B2 level. You will complete regulatory training and work night shifts with weekends off.

Qualifications

• 12 months of BPO CSR experience in Insurance or related fields (wealth management, banking, finance, health) or 12 months of BPO CSR experience in any account and 12 months in non-BPO financial sector (Personal Insurance, Personal Banking, Investment, Wealth Management, etc.) or medical insurance.
• Voice proficiency: B2
• Open to BPO & 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.

Skills

BPO CSR experience

Voice proficiency

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:

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