Senior Customer Service Analyst – Night Shift Lead

8004 Accenture Inc Company; Mandaluyong; Sur place; PHP 279 000 - 391 000; Plein temps

Résumé du poste

Accenture is seeking a Customer Service Analyst to join our team in Mandaluyong for a night shift project. The role focuses on 100% accuracy in resolutions provided by the helpdesk and responding to process-related queries from Customer Service.

The position requires at least 2 years of experience in customer service, with standard profiles and no domain restriction. Night shift rest days and on-site setup at Robinsons Cybergate Tower 2 are noted in the posting.

Qualifications

• Standard Customer Service profile; no domain.
• At least 2 years of working experience.

Responsabilités

• Manage and inspire team results.
• Manage schedule adherence for self and team using call boards, CUIC reports, and phone monitoring.
• Provide performance- and quality-related counseling and coaching 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.

Connaissances

Customer service

Experience

Description du poste

Accenture is seeking a Customer Service Analyst to join our team in Mandaluyong for a night shift project. The role focuses on 100% accuracy in resolutions provided by the helpdesk and responding to process-related queries from Customer Service.

The position requires at least 2 years of experience in customer service, with standard profiles and no domain restriction. Night shift rest days and on-site setup at Robinsons Cybergate Tower 2 are noted in the posting.