DE033168-Customer Service Associate

Accenture PLC; Muntinlupa; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

Accenture PLC in the Philippines is seeking a Customer Service Associate to handle inbound calls and deliver professional support to policyholders, agents, and new customers in a hybrid work setup.

You will research queries, provide clear resolutions, document interactions, and comply with training and regulatory requirements while maintaining service standards.

Night shifts may apply per project schedule; only candidates with the right to live and work in the country are eligible for this role.

Qualifications

• At least 12 months of BPO CSR experience in Insurance or related fields, or 12 months in BPO CSR with non-BPO financial experience, 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 to provide information in response to queries.
• Provides resolutions to caller problems and issues and escalates when needed.
• Creates promised solutions or after-call work and escalates unresolved issues.
• Navigates a computerized data entry system and documents all call information per SOPs.
• Undertakes compliance and regulatory training and meets performance standards.

Skills

BPO experience

Voice proficiency

Customer service

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 AssociateWORK SETUP: Hybrid

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: Muntinlupa Axis One

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

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.

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