DE033503-Customer Service Analyst

Accenture PLC; Mandaluyong; On-site; PHP 312,000 - 469,000; Full time

Job summary

Accenture is seeking a Customer Service Analyst to support night-shift operations from Mandaluyong. The role emphasizes 100% accuracy in helpdesk resolutions and responding to process-related queries from customers.

It requires close collaboration with Supervisors and a focus on quality outcomes. Candidates should have at least 2 years of experience in customer service and the legal right to live and work in the Philippines.

Qualifications

• Minimum 2 years of working experience in customer service.
• Ability to lead and coach team; provide performance- and quality-related guidance.
• Must have the right to live and work in the Philippines.

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.

Skills

Team leadership

Coaching

Customer service

Quality assurance

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 ShiftProject Rest Day: Weekend OffProject/Team Location: Mandaluyong, Robinsons Cybergate Tower 2 Standard Customer Service profile; no domain

• At least 2 years of working experience

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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