DE033803-Customer Service Sr Analyst

Accenture in the Philippines; Quezon City; On-site; PHP 500,000 - 750,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Sr Analyst in Quezon City to lead a team and ensure high-quality service in a return-to-office environment.

The role involves overseeing daily workflows, coaching staff, handling escalations, and collaborating with partners to achieve customer satisfaction and business objectives.

Qualifications

• At least 3 years relevant experience in customer service or related field.
• 1 year supervisory experience.
• Ability to lead a team and drive performance improvements.

Responsibilities

• Keeping customer at the centre of the team's thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations.
• Managing and meeting customers' expectations by optimizing team performance and implementing initiatives to reduce customer effort and increase loyalty.
• Daily leadership of the team and oversight of workflow, quality and output with on-job coaching to drive high performance.
• Collaborating with Team Leaders, Operations Managers and support partners to ensure the voice of customer and business is represented.
• Ensuring sales practices meet regulatory requirements and internal policies as a minimum standard.
• Create an engaged workforce with a clear vision aligned to Retail objectives.
• Effective performance monitoring, counselling and coaching to deliver balanced team performance.

Skills

Leadership

Customer service

Team 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 Sr Analyst

WORK SETUP: Return to Office

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

• Keeping customer at the centre of the team's thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations through the application of sound judgement to deliver a resolution within agreed timeframes that also provides an opportunity to improve consultant effectiveness
• Managing and meeting customers' expectations by optimizing the performance of team members, through identifying, improving and implementing localized initiatives that result in reduced customer effort, increased customer loyalty, increased customer acquisition and retention.
• Daily leadership of their team and oversight of the workflow, quality and quantity of output delivered as supported by on-job training and coaching and creating an environment that drives high performance and the desire to grow their careers at Origin.
• Collaborating closely with the other Team Leaders, Operations Managers and support partners to ensure the voice of customer and business is represented.
• Ensuring all sales practices meet industry regulatory requirements and Origin's internal policies as a minimum standard.
• Create a highly engaged workforce led by a compelling vision that connects the team to the Retail wide objectives.
• Effective and timely performance monitoring, counselling and coaching of team members with a focus on delivering consistent and well-balanced team performance through effective use of the performance & behavior management framework

OTHERS

• Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Gateway Tower 3

SKILL AND QUALIFICATIONS

• At least 3 years relevant experience; 1 year supervisory experience