Job Description

JOIN ACCENTURE AND GET:
- 35,000PHP* SIGNING BONUSQualifications:

• 3+ years of experience in supporting enterprise technologies or equivalent
• Customer service experience
• Bachelor's degree, or equivalent experience
• Strong English and Mandarin written and verbal communication skills
• Positive, energetic, enthusiastic attitude
• Strong attention to detail
• Excellent at multi-tasking & task prioritization
• Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.
• Ability to apply judgement in high pressure situations with minimal external guidance
• Strong ability to comprehend written communications
• Ability to pass Microsoft, customer and/or government security screening may be required

Preferred BUT NOT REQUIRED:

• Understanding of reactive case lifecycle and troubleshooting methodology
• Track record in successfully coordinating activities that involve cross-team of internal/external contacts
• ITIL Foundation(TM) certified (or equivalent)

RESPONSIBILITIES:Relationship Management

• Know the customer and understand our customer's expectations with their reactive support experience
• Focus on critical issues to ensure customer satisfaction
• Set proper expectations with customers for support

Proactive management of reactive experience

• Acknowledge and respond to customers' requests promptly
• Anticipate risk and escalations based on customer context

Escalation Handling

• Handle high-risk escalations and gather/analyze information as needed to support the customer
• Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders
• Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Critical Thinking

• Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention
• Establish a customer obsession approach that puts the customer and the customer operational health in the center

Incident Administration

• Monitor reactive cases owned by internal support organizations
• Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

Why join Accenture?

• Competitive salary package, company bonuses, and performance incentives
• Night differential
• Loyalty, Christmas gift, Inclusion and diversity benefits
• Paid sick and vacation leaves
• Expanded maternity leave up to 120 days*
• HMO coverage (medical and dental) from day 1 of employment
• Life insurance
• Employee stock purchase plan
• Retirement plan
• Flexible working arrangements
• Accessible locations
• Healthy and encouraging work environment
• Career growth and promotion opportunities

*Terms and conditions apply
In adherence to Accenture's process of Identity Verification, your resume or CV must include your photo to ensure the accuracy of your application.Job Type: Full-timeSchedule:

• 8 hour shift

Ability to commute/relocate:

• Remote: Reliably commute or planning to relocate before starting work (Preferred)