DE033478-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 268,000 - 357,000; Full time

Job summary

Accenture in the Philippines seeks a Customer Service Associate to be the first contact for customers reporting Workers Compensation, Auto and General liability claims. This on-site role at Quezon Gateway Tower 2 requires handling intake calls and emails with empathy, capturing claim information, and navigating the intake platform to support timely processing.

The ideal candidate has a standard voice profile and at least 6 months of relevant experience, with the right to live and work in the

Qualifications

• Right to live and work in the Philippines is required.
• At least 6 months of relevant customer service experience.
• Strong communication and empathy in call handling.

Responsibilities

• Effectively applies understanding of the business to create positive customer experience during the claim intake process.
• 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 script is applied while keeping the call conversational.
• Meets or exceeds established service levels and KPIs.
• Navigates intake platform, applications, and phone systems to complete intake reports and answer inquiries.
• Offers empathy and support to callers during the claim process.
• Handles claims received via email.

Skills

Standard Voice Profile

6 months of relevant experience

Job description

Eligibility

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE

Position Title

POSITION TITLE: Customer Service Associate

Work Setup

WORK SETUP: Return to Office

Overall Purpose

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.

Other Details

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