DE033478-Customer Service Associate

Accenture; Quezon City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Accenture is seeking a Customer Service Associate in Quezon City for the Claims Intake role, returning to office setup. You will be the first point of contact for customers reporting workers' compensation, auto, and general liability claims, handling calls and emails with care and accuracy.

The role emphasizes applying scripts, obtaining complete information, coding claims, and delivering empathetic support to ensure smooth intake processes while meeting KPIs.

Qualifications

• At least 6 months of relevant experience.
• Excellent communication skills and clear speaking voice.
• Ability to follow scripts and gather accurate information.

Responsibilities

• Serve as first point of contact for customers reporting claims.
• Capture new claim information and input data accurately.
• Apply client scripts and determine appropriate codes.
• Ask clarifying questions to ensure data clarity.
• Meet or exceed service levels and KPIs.
• Navigate intake systems and respond to inquiries via phone and email.
• Show empathy and support during the claim process.
• Adjust call flow based on caller needs.

Skills

Standard Voice Profile

6 months 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 Associate WORK SETUP: Return to Office OVERALL PURPOSE: The Claims Intake Representative shall act as the first point of contact for customers reporting Workers Compensation, Auto and General liability claims. RESPONSIBILITIES:

• Effectively applies understanding of the business and its clients to create positive customer experience during the claim intake process.
• Completes the following with very high accuracy:
• Utilizes the applicable scripts and client-specific requirements.
• Captures new claim information and types the data into the intake platform.
• Selects the appropriate code based on claim information.
• Effectively asks questions to ensure clarity of information.
• Ensures application of script while keeping the call conversational and natural.
• Meets or exceeds established service levels and KPIs.
• Effectively navigates through intake platform, supporting applications, and phone systems to complete intake reports and answer general inquiries from callers.
• Offers empathy and support to callers during the claim process.
• Effectively adjust call flow and delivery based on the specific needs identified during the call.
• Intake Customer Service Representatives shall also be responsible for handling claims received via email.

OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Gateway Tower 2

SKILL AND QUALIFICATIONS:

• Standard Voice Profile
• At least 6 months of relevant 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 atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.