DE033584-Customer Service Senior Analyst

Freelio; Philippines; Hybrid; PHP 900,000 - 1,100,000; Full time

Job summary

Accenture is seeking a Customer Service Senior Analyst in a hybrid setup in Quezon Gateway Tower 2, Philippines. The Team Lead will oversee daily workflow, coach the team, and drive performance to meet service objectives.

You will handle escalations, ensure customer satisfaction, collaborate with partners, and ensure compliance with policies. Requires 3 years relevant experience and 1 year supervisory experience; morning shift with weekends off.

Qualifications

• At least 3 years relevant experience; 1 year supervisory experience.
• Standard Team Lead profile

Responsibilities

• Keep the customer at the center of the team's thinking by taking responsibility for customer satisfaction and loyalty.
• Manage and meet customer expectations by optimizing team performance with localized initiatives.
• Provide daily leadership and oversight of team workflow with coaching and training.
• Collaborate with Team Leaders, Operations Managers, and support partners to ensure the voice of the customer is represented.
• Ensure sales practices comply with industry requirements and internal policies.

Skills

Team Leadership

Customer Service

People Management

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 Senior Analyst

WORK SETUP: Hybrid

Overall Purpose:

The Team lead is responsible for work assignments, managing quality of service of the team and driving the performance of the team to meet business objectives.

Responsibilities:

• Keep the customer at the center of the team's thinking by taking responsibility for customer satisfaction and loyalty. Handle complex customer escalations using sound judgment to deliver resolutions within agreed timeframes while creating opportunities to improve consultant effectiveness.
• Manage and meet customer expectations by optimizing team performance through identifying, improving, and implementing localized initiatives that reduce customer effort, increase customer loyalty, and improve customer acquisition and retention.
• Provide daily leadership and oversight of team workflow, ensuring the quality and quantity of output through effective on-the-job training, coaching, and fostering an environment that drives high performance and career growth at Origin.
• Collaborate closely with other Team Leaders, Operations Managers, and support partners to ensure the voice of the customer and the business is represented.
• Ensure all sales practices comply with industry regulatory requirements and Origin’s internal policies as a minimum standard.
• Create a highly engaged workforce by leading with a compelling vision that connects the team to broader Retail objectives.
• Conduct effective and timely performance monitoring, counseling, and coaching of team members, focusing on delivering consistent and balanced team performance through the effective use of performance and behavior management frameworks.

Others:

Project Shift Schedule: Morning Shift

Project Rest Day: Weekends Off

Project/Team Location: Quezon Gateway Tower 2

Skills and Qualifications:

Standard Team Lead profile

At least 3 years relevant experience; 1 year supervisory 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

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.