DE033875-Customer Service Sr Analyst

Accenture in the Philippines; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Sr Analyst in Quezon City to lead a team and drive service quality. Return-to-Office setup, with a focus on customer satisfaction, escalation handling, and coaching to improve performance.

The role requires at least 3 years in customer service and at least 1 year in supervision, with strong collaboration across leaders to meet business objectives. You will monitor metrics and foster an engaging environment that supports career growth.

Qualifications

• Right to live and work in the country is required.
• Minimum 3 years relevant experience in customer service.
• At least 1 year of supervisory experience.

Responsibilities

• Lead the team on a daily basis and oversee workflow, quality and output.
• Handle complex customer escalations using sound judgement to resolve timely.
• Optimize team performance to reduce customer effort and increase loyalty.
• Collaborate with Team Leaders and Operations Managers to align with business goals.
• Ensure sales practices comply with regulatory requirements and internal policies.

Skills

Customer service

Team leadership

Quality management

Coaching

Job description

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:

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

Requirements: