Senior Customer Service Team Lead

Accenture PLC; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Accenture PLC in the Philippines is seeking a Customer Service Senior Analyst to lead a team on a return-to-office setup, focused on coaching, performance management, and delivering high-quality customer service.

You will manage escalations, optimize workflows, collaborate with partners, ensure compliance, and align day-to-day work with business objectives while developing careers within the team.

Qualifications

• At least 3 years relevant experience; 1 year supervisory experience.

Responsibilities

• Keeping customer at the centre of the team’s thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations through the application of sound judgement to deliver a resolution within agreed timeframes that also provides an opportunity to improve consultant effectiveness
• Managing and meeting customers’ expectations by optimizing the performance of team members, through identifying, improving and implementing localized initiatives that result in reduced customer effort, increased customer loyalty, increased customer acquisition and retention.
• Daily leadership of their team and oversight of the workflow, quality and quantity of output delivered as supported by on-job training and coaching and creating an environment that drives high performance and the desire to grow their careers at Origin.
• Collaborating closely with the other Team Leaders, Operations Managers and support partners to ensure the voice of customer and business is represented.
• Ensuring all sales practices meet industry regulatory requirements and Origin’s internal policies as a minimum standard.
• Create a highly engaged workforce led by a compelling vision that connects the team to the Retail wide objectives.
• Effective and timely performance monitoring, counselling and coaching of team members with a focus on delivering consistent and well-balanced team performance through effective use of the performance & behavior management framework

Skills

Customer service

Supervisory experience

Job description

Accenture PLC in the Philippines is seeking a Customer Service Senior Analyst to lead a team on a return-to-office setup, focused on coaching, performance management, and delivering high-quality customer service.

You will manage escalations, optimize workflows, collaborate with partners, ensure compliance, and align day-to-day work with business objectives while developing careers within the team.