DE033875-Customer Service Sr Analyst

Accenture in the Philippines; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Origin in Quezon City is hiring a Customer Service Sr Analyst to lead and coach a performance-driven team returning to the office. You will manage customer satisfaction, handle complex escalations, and collaborate with operations partners to align on customer needs and business goals.

The role emphasizes adherence to regulatory standards, strong coaching, and driving loyalty across the customer base.

Qualifications

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

Responsibilities

• Lead a team to manage quality of service and drive performance to meet objectives.
• Handle complex customer escalations with sound judgement to resolve within timeframes.
• Optimize team performance to reduce customer effort and increase loyalty.
• Provide daily leadership and coaching to ensure high performance and career growth.
• Collaborate with Team Leaders, Operations Managers, and partners to reflect voice of customer.
• Ensure sales practices meet regulatory requirements and internal policies.
• Create an engaged workforce aligned with Retail objectives.

Skills

Team leadership

Customer service

Quality monitoring

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 center 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: Morning Shift Project Rest Day: Rotation Project/Team Location: Quezon Cyberpark Tower 3
  

SKILL AND QUALIFICATIONS:

• 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 center 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
  

SKILL AND QUALIFICATIONS:

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