DE033168-Customer Service Associate

8003 Accenture Inc Company; Muntinlupa; Hybrid; PHP 201,000 - 357,000; Full time

Job summary

Accenture is hiring a Customer Service Associate in the Philippines for a hybrid role based in Muntinlupa. You will handle inbound calls from policyholders, agents, and new customers, delivering courteous service and gathering necessary information to resolve queries.

You will research using available resources, provide accurate information, create after-call work, escalate unresolved issues, and complete required compliance training.

Qualifications

• Minimum 12 months of BPO CSR experience in Insurance or related fields.
• Voice proficiency at least B2 level.
• Willing to work in a hybrid setup and adapt to both BPO and non-BPO roles.

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.

Skills

BPO CSR experience

Voice proficiency

Open to BPO & Non-BPO

Tools

Data entry system

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: 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

About Accenture

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

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