Instructor Analyst - In-Office Training & Data Support

Accenture; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Accenture in Cebu City is seeking an Instructor Analyst to support new hire training and upskill sessions in a dynamic, customer-focused environment. This return-to-office role is based in Cebu, with rotation shifts and the right to live and work in the country already established.

You will use our CRM/mainframe systems to resolve customer issues, document interactions, and contribute to scheduled and special reports, while coordinating with team leaders and cross-functional partners.

Qualifications

• At least 2 years of trainer experience.
• With LPA score of B2.
• With exposure to TLs.

Responsibilities

• Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
• Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
• Maintain customer records by updating account information
• Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design
• Ability to think out of the box
• Ability to work in a dynamic and innovative environment by contributing towards ideation for the project

Skills

Trainer experience

LPA score B2

Exposure to TLs

Job description

Accenture in Cebu City is seeking an Instructor Analyst to support new hire training and upskill sessions in a dynamic, customer-focused environment. This return-to-office role is based in Cebu, with rotation shifts and the right to live and work in the country already established.

You will use our CRM/mainframe systems to resolve customer issues, document interactions, and contribute to scheduled and special reports, while coordinating with team leaders and cross-functional partners.