DE033159-Customer Service Associate

Accenture; Taguig; On-site; PHP 180,000 - 250,000; Full time

Job summary

Accenture is hiring for a Customer Service Associate to work on-site in Taguig. The role involves identifying and resolving customer requests, documenting details, and maintaining knowledge of SLAs and KPIs.

Candidates should have at least 6 months of relevant experience and the necessary right to live and work in the Philippines. Responsibilities include handling both call and non-call inquiries, ensuring high customer satisfaction, and participating in ongoing training to improve product and

Qualifications

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

Responsibilities

• Identifies customer issues and follows defined procedures to resolve them.
• Documents troubleshooting efforts and customer information in data capture tool.
• Understands service level agreements and performance KPIs.
• Strives for high customer satisfaction and timely issue resolution.
• May handle non-call inquiries via mail, web, or email.

Skills

Voice profile

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:

• 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 Rest Day: Rotation Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS:

• Standard Voice Profile
• At least 6 months of relevant 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

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 applicablelaw.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.