Night-Shift Customer Advocate: Benefits & Insurance Support

8003 Accenture Inc Company; Quezon City; On-site; PHP 223,000 - 402,000; Full time

Job summary

Accenture is seeking a Customer Service Associate to join our Return to Office team in Quezon City. You will handle inquiries via phone and email, resolve issues, and collaborate with cross-functional teams to provide timely solutions for Voluntary Benefits policies.

The role requires 1+ year BPO experience, at least 6 months in a contact center, and strong voice proficiency (B2). Insurance/claims exposure is a plus; excellent documentation and customer satisfaction are essential.

Qualifications

• At least 1 yr of BPO experience, 6 months of it must be Contact Center experience.
• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus).
• Voice Proficiency - B2.

Responsibilities

• Handles customer service inquiries via telephone and or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits.
• Will support the resolution of customer problems, incidents, issues, requests, and queries.
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.
• Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits.
• Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency.
• Able to learn and be proficient with client’s incident management and knowledge management tools, client information systems, and service desk procedures.
• Demonstrates understanding of the customer’s business needs as trained and maintains high customer satisfaction ratings.
• May perform follow up on incidents with customers to ensure customer satisfaction.
• May support reporting functions providing end‑of‑day status, data for weekly status reports, etc.

Skills

Customer service

Communication

Problem solving

Teamwork

Job description

Accenture is seeking a Customer Service Associate to join our Return to Office team in Quezon City. You will handle inquiries via phone and email, resolve issues, and collaborate with cross-functional teams to provide timely solutions for Voluntary Benefits policies.

The role requires 1+ year BPO experience, at least 6 months in a contact center, and strong voice proficiency (B2). Insurance/claims exposure is a plus; excellent documentation and customer satisfaction are essential.