DE033469-Customer Service Analyst

8004 Accenture Inc Company; Mandaluyong; On-site; PHP 279,000 - 391,000; Full time

Job summary

Accenture is seeking a Customer Service Analyst to join our team in Mandaluyong for a night shift project. The role focuses on 100% accuracy in resolutions provided by the helpdesk and responding to process-related queries from Customer Service.

The position requires at least 2 years of experience in customer service, with standard profiles and no domain restriction. Night shift rest days and on-site setup at Robinsons Cybergate Tower 2 are noted in the posting.

Qualifications

• Standard Customer Service profile; no domain.
• At least 2 years of working experience.

Responsibilities

• Manage and inspire team results.
• Manage schedule adherence for self and team using call boards, CUIC reports, and phone monitoring.
• Provide performance- and quality-related counseling and coaching to ensure zero escalations and errors.
• Perform root cause analysis (RCA) on service issues and complaints.
• Assist in handling customer calls when calls are in queue.
• Identify training needs for the team and individuals through monitoring, escalations, and desk reviews.
• Work with Supervisors to develop specific job aids as needs arise.
• Provide floor support.
• Report results to management.
• Maintain BE-related documents for the team.
• Manage escalation calls.
• Work on calls and emails as needed.
• Recognize and reward positive behavior and results.
• Motivate and inspire continuous improvement.

Skills

Customer service

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 Analyst

WORK SETUP: RTO

OVERALL PURPOSE:

The Analyst will provide the knowledge, expertise, and guidance needed to manage processes and people efficiently. The role is responsible for ensuring 100% accuracy in all resolutions provided by the helpdesk. The Analyst is expected to answer all process-related queries raised by Customer Service.

RESPONSIBILITIES: Job Responsibilities:

• Manage and inspire team results.
• Manage schedule adherence for self and team using call boards, CUIC reports, and phone monitoring.
• Partner with the Supervisor to provide performance- and quality-related counseling and coaching, when appropriate, to ensure zero escalations and errors.
• Perform root cause analysis (RCA) on service issues and complaints.
• Assist in handling customer calls when calls are in queue.
• Identify training needs for the team and individuals through monitoring, escalations, and desk reviews.
• Work with Supervisors to develop specific job aids as needs arise.
• Provide floor support.
• Report results to management.
• Maintain BE-related documents for the team.
• Manage escalation calls.
• Work on calls and emails as needed.
• Recognize and reward positive behavior and results.
• Motivate and inspire continuous improvement.

OTHERS:

Project Shift Schedule: Night Shift Project Rest Day: Weekend Off Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

SKILLS AND QUALIFICATIONS:

Standard Customer Service profile; no domain At least 2 years of working 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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