DE033875-Customer Service Sr Analyst

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

Job summary

Accenture is seeking a Customer Service Senior Analyst in Quezon City, Philippines. The role focuses on leading a customer-centered team, managing escalations, and aligning daily activities with business objectives as part of a Return to Office setup.

Ideal candidates have at least 3 years in customer service with supervisory exposure, and a passion for driving performance and customer loyalty within a major global services firm.

Qualifications

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

Responsibilities

• Center on customer satisfaction and loyalty; handle complex escalations with sound judgement and timely resolutions.
• Optimize performance of team members to reduce customer effort and increase loyalty and retention.
• Lead daily team operations, ensure quality and throughput, and coach for high performance and career growth.
• Collaborate with other team leaders and managers to reflect voice of customer and business needs.
• Ensure sales practices meet regulatory requirements and internal policies.
• Create an engaged workforce aligned with Retail objectives and effective performance management.

Skills

Customer service

Team leadership

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 AnalystWORK SETUP: Return to OfficeOVERALL 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

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

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