Customer Service SME
Accenture Philippines
- Mandaluyong, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2020-04-14T08:16:17.086947+00:00Job closed.
Job Description
- Provide functional &/or technical support for resolution of customer problems, incidents, issues, requests & queries.
- Liaise with support or product teams to resolve requests/issues in a timely manner.
- Ensure proper documentation, notification, escalation, tracking & follow up of all incidents.
- Receives & logs internal &/or external customer problem/request/issue & ensures proper documentation
- Performs customer request/problem identification & follows defined procedures to resolution
- Documents troubleshooting efforts & customer information in tool & as required, transfers call or promptly notifies responsible party for resolution
- Performs incident notification & escalation to ensure problems/requests/issues are communicated effectively & receive proper management attention
- Develops &maintains knowledge of customer specific business environment, SLA and KPI
- Develops & maintains product, industry, business & professional skills by participating in on-the-role & classroom training
- Shares information required for the team to be successful
- Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
- Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
Minimum Qualifications
- Excellent verbal and written English communications skills
- Strong analytical and problem solving skills Trained Desired
- Experience in Escalation Management
- With at least 1 year experience as an SME
- Skilled in Microsoft Applications
- Skills in Customer Service Orientation
- Experience in Client Management and Performance Management
- Experience in Metrics Reporting and Analysis
- Experience in Coaching/Training and Quality Assurance
- Supervisory Experience
- Ability to interact with all levels of the organization
- Ability to be flexible and adapt to change
- Customer Service Skills Skilled
- Understanding of Telecom Industry Basics
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Robinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila
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About Accenture Philippines
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.