DE033197-Customer Service Associate

Accenture in the Philippines; Taguig; On-site; PHP 167,000 - 279,000; Full time

Job summary

Accenture in the Philippines invites applications for a Customer Service Associate. The role focuses on identifying and resolving customer issues across voice, chat, email, and other channels, with strict documentation and timely closure.

Work onsite in Taguig; perform troubleshooting for telecom/network services; maintain accurate records; collaborate with engineering and provisioning teams; strive to meet CSAT and QA targets.

Qualifications

• At least 6 months of relevant experience.
• Open to any technical support account (not limited to voice or broadband services).

Responsibilities

• Provide end-to-end support for customer issues across voice, chat, email, and other digital channels.
• Accurately diagnose and resolve customer concerns by following defined troubleshooting procedures.
• Ensure interactions and incidents are logged, documented, tracked, and closed within SLAs.
• Perform proactive follow-ups and provide clear updates to ensure resolution and customer satisfaction.
• Escalate complex or unresolved issues to the appropriate teams while maintaining ownership.
• Troubleshoot issues related to CLI / Voice Numbers (caller ID, routing, provisioning).
• Troubleshoot issues related to Hosted PBX / VoIP (call quality, extensions, call flows).
• Troubleshoot issues related to Broadband (connectivity, speed, stability issues).
• Analyze service issues such as latency, outages, call failures, and configuration errors.
• Provide clear, simple explanations and self-help guidance to customers.
• Support service provisioning, activation, and configuration activities for voice and broadband services.
• Assist in customer activations, including validation and testing of configured services.
• Make necessary configuration adjustments to ensure successful service delivery and acceptance testing.
• Maintain accurate system updates and documentation for all service-related activities.
• Adhere to authentication, security, quality, and compliance standards.
• Maintain detailed documentation of all troubleshooting steps, resolutions, and configurations.
• Identify and report system or application issues and contribute to process improvements.
• Demonstrate ownership, accountability, and attention to detail in all tasks.
• Meet or exceed performance metrics such as CSAT, QA, FCR, and productivity targets.
• Continuously improve technical and customer handling skills through training, coaching, and feedback.

Skills

Customer service experience

Job description

Position

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

Overall Purpose

The Technical Support Representative is responsible for identifying, diagnosing, and resolving customer issues across multiple channels while ensuring accurate documentation, proper escalation, and timely closure.

Responsibilities

• Provide end-to-end support for customer issues, incidents, and service requests across voice, chat, email, and other digital channels
• Accurately diagnose and resolve customer concerns by following defined troubleshooting procedures and using appropriate tools and systems
• Ensure all interactions and incidents are properly logged, documented, tracked, and closed within agreed SLAs
• Perform proactive follow-ups and provide clear updates to ensure resolution and customer satisfaction
• Escalate complex or unresolved issues to the appropriate teams while maintaining ownership
• Troubleshoot issues related to CLI / Voice Numbers (caller ID, routing, provisioning)
• Troubleshoot issues related to Hosted PBX / VoIP (call quality, extensions, call flows)
• Troubleshoot issues related to Broadband (connectivity, speed, stability issues)
• Analyze service issues such as latency, outages, call failures, and configuration errors
• Provide clear, simple explanations and self-help guidance to customers
• Support service provisioning, activation, and configuration activities for voice and broadband services
• Assist in customer activations, including validation and testing of configured services
• Make necessary configuration adjustments to ensure successful service delivery and acceptance testing
• Maintain accurate system updates and documentation for all service-related activities
• Apply working knowledge of telecom/network concepts such as IP addressing, VLAN, and port assignments; Network layouts and configurations
• Support engineering and provisioning teams in tasks such as preparing pre‑engineering checklists, assisting in installation and service implementation activities
• Ensure accurate recording of network builds and updates in centralized systems
• Adhere to all authentication, security, quality, and compliance standards
• Ensure proper and secure handling of customer and network‑related data
• Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and configurations
• Identify and report system or application issues and contribute to process improvements
• Demonstrate strong ownership, accountability, and attention to detail in all tasks
• Meet or exceed performance metrics such as CSAT, QA, FCR, and productivity targets
• Continuously improve technical and customer handling skills through training, coaching, and feedback
• Proactively identify opportunities to improve processes, call flows, and escalation handling
• Exhibit professionalism, empathy, and effective communication in all customer interactions
• Maintain a strong understanding of customer business needs and service impact
• Collaborate with internal teams, stakeholders, and support groups to resolve issues efficiently
• Contribute to a positive team environment through knowledge sharing and support for peers

Others

• Project Shift Schedule: Rotation
• Project Rest Day: Rotation
• Project/Team Location: Taguig Uptown Bonifacio Tower 2

Skill and Qualifications

• At least 6 months of relevant experience
• Open to any technical support account (not limited to voice or broadband services)