DE032432-Customer Service Associate - Accenture Boni
Mandaluyong
ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Customer Service AssociateWORK 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.
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2
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