Onsite Customer Experience Associate

Accenture in the Philippines; Taguig; On-site; PHP 260,000 - 380,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for an on-site role in Taguig. The position requires handling customer requests, following defined procedures, and ensuring resolution with accurate documentation.

Ideal candidates have at least 6 months of relevant experience and a strong focus on customer satisfaction, with a readiness to engage in on-the-job and classroom training and to work in a rotating shift schedule.

Qualifications

• Standard voice profile required.
• At least 6 months of relevant experience.

Responsibilities

• Performs customer request/problem identification and follows defined procedures to resolve correctly.
• Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notify responsible party for resolution
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May complete and resolve non-call customer contact requests received by mail, web or email
• May perform follow-up on incidents with customer to ensure customer satisfaction
• Develop and maintain product knowledge, industry knowledge, business and professional skills by participating in on-the-role training and classroom training
• Share information required for the team to be successful
• Develop and maintain knowledge of customer and customer-specific business environment
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Taguig Uptown Bonifacio Tower 3

Skills

Standard Voice Profile

6 months exp

Job description

Accenture in the Philippines is seeking a Customer Service Associate for an on-site role in Taguig. The position requires handling customer requests, following defined procedures, and ensuring resolution with accurate documentation.

Ideal candidates have at least 6 months of relevant experience and a strong focus on customer satisfaction, with a readiness to engage in on-the-job and classroom training and to work in a rotating shift schedule.