DE032432-Customer Service Associate - Accenture Boni
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POSITION TITLE: Customer Service Associate
WORK SETUP: Return to Office
OVERALL PURPOSE:
Provides frontline or back-office case handling support by resolving customer issues, processing requests, and ensuring service delivery meets defined SLAs and quality standards. Uses tools, SOPs, and knowledge bases to deliver accurate, timely outcomes.
RESPONSIBILITIES:
• Handle inbound/outbound interactions and/or back-office cases (tickets, emails, chats) based on assigned queue.
• Resolve customer concerns using approved scripts, SOPs, and troubleshooting steps; escalate complex issues appropriately.
• Maintain accurate documentation in CRM/case tools (notes, disposition, resolution codes).
• Meet daily productivity and quality targets (SLA, QA, adherence, accuracy).
• Identify recurring issues and provide feedback for process/knowledge improvements.
• Comply with data privacy, security, and client compliance requirements.
OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2
SKILL AND QUALIFICATIONS:
• Open to High School graduates, Senior High School graduates, College vocational courses, and College undergraduates
• Must have at least 6 months of experience in BPO
• Must be amenable to work in Boni, Mandaluyong
• Willing to handle Telco Account
• Project Shift Schedule: Rotation
• Project Rest Day: Rotation
#LI-PH
Mandaluyong City
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