DE033400-Customer Service Specialist

Accenture; Taguig; On-site; PHP 446,000 - 670,000; Full time

Job summary

Accenture is seeking a Customer Service Specialist in Taguig to supervise daily workloads, assign tasks, and act as a subject matter expert for the team. The role focuses on ensuring quality, managing schedules, and driving process improvements within a defined client SLA.

The position requires 5+ years of relevant experience and 3 years of supervisory exposure. Work is performed on-site at the Taguig location with day-to-day team coordination and client interactions.

Qualifications

• Team Lead profile, with leadership capabilities and team management responsibilities.
• At least 5 years of relevant work experience in a related role.
• 3 years of supervisory experience or equivalent leadership exposure.
• Open to resources with any domain skills and industry experience.

Responsibilities

• Interpret day-to-day business objectives and prepare/execute operational practices/work programs.
• Ensure proper execution of processes by team.
• Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately.
• May perform data entry or other client related tasks in various systems, as required.
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities.
• May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling.
• Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours.
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner.
• May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency.
• Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases.
• Prepare and analyze complex reports/information and formulate conclusions.
• Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s).
• Act as subject matter expert for team members, peers and/or clients as assigned.
• May act as a point of contact for senior client representatives.
• Anticipate, identify, and assess complex issues/problems.
• Develop and implement a corresponding plan of action to bring the situation to resolution.
• Communicate changes to supervisor and assist other team leaders with resolutions, as needed.
• Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements.
• Required to direct work within clear budget guidelines.
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs.
• Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables.
• Assist with providing operational statistics and escalating operational issues to supervisor.
• Plan and facilitate weekly (as required) team calls/meetings.
• May present and facilitate at group meetings and new hire integrations; may develop presentation content.
• May create annual team objectives with supervisor approval.
• Monitor and coach team to meet objectives.
• May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues.

Skills

Team Lead profile

Relevant work experience

Supervisory experience

Industry-agnostic

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 Specialist

WORK SETUP:

Return to Office

OVERALL PURPOSE:

The Customer Service Specialist is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This job also operates as a subject matter expert and may be for escalation.

RESPONSIBILITIES:

Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team. Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately. May perform data entry or other client related tasks in various systems, as required. Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities. May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours. Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner. May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency. Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases. Prepare and analyze complex reports/information and formulate conclusions. Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s). Act as subject matter expert for team members, peers and/or clients as assigned. May act as a point of contact for senior client representatives. Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leaders with resolutions, as needed. Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements. Required to direct work within clear budget guidelines. Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs. Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables. Assist with providing operational statistics and escalating operational issues to supervisor. Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content. May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives. May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues.

OTHERS:

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

SKILL AND QUALIFICATIONS:

• Team Lead profile
• At least 5 years of relevant work experience
• With 3 years supervisory experience
• Open to resources with any domain skills and industry 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

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