DE033503-Customer Service Analyst

Accenture in the Philippines; Mandaluyong; Presencial; PHP 335 000 - 513 000; Tempo integral

Resumo da oferta

Accenture in the Philippines is seeking a Customer Service Analyst to support a night shift project in Mandaluyong. The role ensures 100% accuracy in resolutions and handles process-related queries from Customer Service.

Responsibilities include leading the team, monitoring adherence, coaching, RCA, handling queued calls, identifying training needs, and maintaining documentation while providing floor support and escalation management.

Qualificações

• At least 2 years of working experience.

Responsabilidades

• Lead and motivate the team to achieve targets.
• Monitor schedule adherence using CUIC reports and phone monitoring.
• Provide performance and quality coaching to prevent escalations.
• Perform root cause analysis on service issues.
• Assist with customer calls when queued.
• Identify training needs through monitoring and reviews.
• Develop job aids with Supervisors.
• Provide floor support and report results to management.
• Maintain BE-related documents for the team.
• Handle escalation calls and manage calls and emails as needed.
• Recognize and reward positive behavior and results.
• Motivate continuous improvement.

Conhecimentos

Team leadership

Coaching & counseling

Descrição da oferta de emprego

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

Standard Customer Service profile; no domain

At least 2 years of working experience