Night-Shift Customer Experience Analyst

Accenture PLC

Mandaluyong

On-site

PHP 312,000 - 469,000

Full time

4 days ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

Accenture is seeking a Customer Service Analyst to support night-shift operations from Mandaluyong. The role emphasizes 100% accuracy in helpdesk resolutions and responding to process-related queries from customers.

It requires close collaboration with Supervisors and a focus on quality outcomes. Candidates should have at least 2 years of experience in customer service and the legal right to live and work in the Philippines.

Qualifications

Minimum 2 years of working experience in customer service.
Ability to lead and coach team; provide performance- and quality-related guidance.
Must have the right to live and work in the Philippines.

Responsibilities

Manage and inspire team results.
Manage schedule adherence for self and team using call boards, CUIC reports, and phone monitoring.
Partner with the Supervisor to provide performance- and quality-related counseling and coaching, when appropriate, to ensure zero escalations and errors.
Perform root cause analysis (RCA) on service issues and complaints.
Assist in handling customer calls when calls are in queue.
Identify training needs for the team and individuals through monitoring, escalations, and desk reviews.
Work with Supervisors to develop specific job aids as needs arise.
Provide floor support.
Report results to management.
Maintain BE-related documents for the team.
Manage escalation calls.
Work on calls and emails as needed.
Recognize and reward positive behavior and results.
Motivate and inspire continuous improvement.