Senior Voice Customer Service Analyst

Accenture in the Philippines; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Accenture in the Philippines is hiring a Customer Service Analyst to support Voice Customer Service operations in a Return to Office setup. The role focuses on resolving customer concerns, escalating issues, and following defined procedures to ensure high-quality service.

You will mentor agents, maintain up-to-date product knowledge, and promote client offerings while ensuring customer satisfaction. The position is based in Taguig, with rotation shifts and on-site work arrangements.

Qualifications

• SME with domain knowledge and client products.
• At least 2 years of relevant working experience.
• Open to resources with any domain skills and industry experience.

Responsibilities

• Assist agents with customer request/problem identification, resolution, and escalations.
• Documents troubleshooting efforts and customer information in data capture tool and escalate as needed.
• Performs incident notification and escalation to ensure issues are communicated effectively.
• Develops and maintains knowledge of domain and client-specific products, processes, tools, and service desk procedures.
• Shares information through mentoring, feedback, coaching, and calibrations to improve performance.
• Maintains high customer satisfaction ratings and resolution rates.
• Promotes client products and services by suggesting additional or alternative products.
• Follows up on incidents to ensure resolution and customer satisfaction.
• Acts as the primary knowledge resource for a product/service and raises improvement opportunities.
• Identifies root causes for customer dissatisfaction and recommends solutions.
• Takes accountability for handling senior level escalations or complaints.
• Provides high quality support via calls, web chat, social media, or email with professionalism and empathy.
• OTHERS: Project Shift Schedule: Rotation; Rest Day: Rotation; Project/Team Location: Taguig, Uptown Bonifacio Tower 2

Skills

SME

2+ years experience

Job description

Accenture in the Philippines is hiring a Customer Service Analyst to support Voice Customer Service operations in a Return to Office setup. The role focuses on resolving customer concerns, escalating issues, and following defined procedures to ensure high-quality service.

You will mentor agents, maintain up-to-date product knowledge, and promote client offerings while ensuring customer satisfaction. The position is based in Taguig, with rotation shifts and on-site work arrangements.