DE033045-Customer Service Associate

8003 Accenture Inc Company; Quezon City; On-site; PHP 223,000 - 402,000; Full time

Job summary

Accenture is seeking a Customer Service Associate to join our Return to Office team in Quezon City. You will handle inquiries via phone and email, resolve issues, and collaborate with cross-functional teams to provide timely solutions for Voluntary Benefits policies.

The role requires 1+ year BPO experience, at least 6 months in a contact center, and strong voice proficiency (B2). Insurance/claims exposure is a plus; excellent documentation and customer satisfaction are essential.

Qualifications

• At least 1 yr of BPO experience, 6 months of it must be Contact Center experience.
• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus).
• Voice Proficiency - B2.

Responsibilities

• Handles customer service inquiries via telephone and or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits.
• Will support the resolution of customer problems, incidents, issues, requests, and queries.
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.
• Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits.
• Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency.
• Able to learn and be proficient with client’s incident management and knowledge management tools, client information systems, and service desk procedures.
• Demonstrates understanding of the customer’s business needs as trained and maintains high customer satisfaction ratings.
• May perform follow up on incidents with customers to ensure customer satisfaction.
• May support reporting functions providing end‑of‑day status, data for weekly status reports, etc.

Skills

Customer service

Communication

Problem solving

Teamwork

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: Return to Office

RESPONSIBILITIES

• Handles customer service inquiries via telephone and or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits.
• Will support the resolution of customer problems, incidents, issues, requests, and queries
• Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
• Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits
• Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency
• Able to learn and be proficient with client s incident management and knowledge management tools, client information systems, and service desk procedures
• Demonstrates understanding of the customer s business needs as trained and maintains high customer satisfaction ratings
• May perform follow up on incidents with customers to ensure customer satisfaction
• May support reporting functions providing end‑of‑day status, data for weekly status reports, etc.

OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Quezon Gateway Tower 2

SKILL AND QUALIFICATIONS

• At least 1 yr of BPO experience, 6 months of it must be Contact Center experience
• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus)
• Voice Proficiency - B2 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.

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