Skip to main content Skip to footer

Customer Service Analyst

Cebu City Job No. r00185500 Full-time

Job Description

Job Description

  • The SME is the go to person for process concerns, issues and inquiries. He is also focus on performing voice works and ensure that he is always updated. Communicate process updates to team members
  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
  • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
  • Develops and maintains knowledge of customer and customer specific business environment
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
  • Shares information required for the team to be successful

Qualifications

Job Qualifications

  • Open to both graduates and undergraduates with at least 2 years of relevant experience in BPO
  • Experience in managing a team of agents and is able to exhibit skills in team, performance, SLA, and operations management.
  • Willing to work cyclical shift times and days.
  • Highly motivated and has the ability to work well with peers, stakeholders, and clients.
  • Preferably has experience in the BPO industry working with care, retentions, or sales but not required.
  • Experience in project management and continuous improvement a plus but not required.

Life at Accenture

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.

Learn more about Accenture

Our Expertise

See how we embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

Meet Our People

From entry-level to leadership, across all business and industry segments, get to know our people harnessing technology to make a difference, every day.

Stay connected

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.