DE033159-Customer Service Associate

Accenture in the Philippines; Taguig; On-site; PHP 260,000 - 380,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for an on-site role in Taguig. The position requires handling customer requests, following defined procedures, and ensuring resolution with accurate documentation.

Ideal candidates have at least 6 months of relevant experience and a strong focus on customer satisfaction, with a readiness to engage in on-the-job and classroom training and to work in a rotating shift schedule.

Qualifications

• Standard voice profile required.
• At least 6 months of relevant experience.

Responsibilities

• Performs customer request/problem identification and follows defined procedures to resolve correctly.
• Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notify responsible party for resolution
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May complete and resolve non-call customer contact requests received by mail, web or email
• May perform follow-up on incidents with customer to ensure customer satisfaction
• Develop and maintain product knowledge, industry knowledge, business and professional skills by participating in on-the-role training and classroom training
• Share information required for the team to be successful
• Develop and maintain knowledge of customer and customer-specific business environment
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Taguig Uptown Bonifacio Tower 3

Skills

Standard Voice Profile

6 months exp

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: Return to Office RESPONSIBILITIES:

• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notify responsible party for resolution
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May complete and resolve non-call customer contact requests received by mail, web or email
• May perform follow-up on incidents with customer to ensure customer satisfaction
• Develop and maintain product knowledge, industry knowledge, business and professional skills by participating in on-the-role training and classroom training
• Share information required for the team to be successful
• Develop and maintain knowledge of customer and customer-specific business environment
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS:

• Standard Voice Profile
• At least 6 months of relevant experience