DE033045-Customer Service Associate

Accenture PLC; Quezon City; On-site; PHP 290,000 - 402,000; Full time

Job summary

Accenture PLC in Quezon City is seeking a Customer Service Associate to handle inbound inquiries via phone and email, supporting Voluntary Benefits policies and related processes.

You will work in a night-shift, return-to-office setup at Quezon Gateway Tower 2, liaising with internal teams to resolve issues, document incidents, and maintain high customer satisfaction.

Qualifications

• At least 1 year of BPO experience, with a minimum of 6 months in a contact center.
• No domain skills required; open to resources from any account; Insurance/Claims experience is a plus.
• Voice proficiency at B2 level.

Responsibilities

• Handle customer service inquiries via telephone and/or email for Voluntary Benefits.
• Support resolution of customer problems, incidents, and requests.
• Liaise with support or product teams to resolve issues promptly.
• Document, escalate, and track incidents; follow up as needed.
• Manage incoming calls, emails, and faxes for Voluntary Benefits.
• Learn client incident management and knowledge management tools.
• Demonstrate understanding of customer's business needs and maintain satisfaction.
• May perform follow up on incidents with customers to ensure satisfaction.
• May support reporting functions providing end-of-day status data.

Skills

Voice Proficiency - B2

BPO Experience

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

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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