Training Analyst: Customer Service & Process Insights

Accenture in the Philippines; Cebu City; On-site; PHP 420,000 - 520,000; Full time

Job summary

Accenture in the Philippines is seeking an Instructor Analyst to facilitate new hire training and upskill sessions in a dynamic Cebu office. The role involves hands-on coaching, assisting learners, and delivering structured training programs to enhance performance.

You will use CRM/mainframe tools to resolve inquiries, document interactions, and support reporting while collaborating with team leads to continuously improve training effectiveness in a fast-paced environment.

Qualifications

• At least 2 years of trainer experience.
• With LPA score of B2.
• With exposure to TLs.

Responsibilities

• Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems.
• Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports.
• Maintain customer records by updating account information.
• Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design.
• Ability to think out of the box
• Ability to work in a dynamic and innovative environment by contributing towards ideation for the project
• OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Off Project/Team Location: Cebu, Cyberzone Building, Tower 1

Job description

Accenture in the Philippines is seeking an Instructor Analyst to facilitate new hire training and upskill sessions in a dynamic Cebu office. The role involves hands-on coaching, assisting learners, and delivering structured training programs to enhance performance.

You will use CRM/mainframe tools to resolve inquiries, document interactions, and support reporting while collaborating with team leads to continuously improve training effectiveness in a fast-paced environment.