Job description
Kickstart Your Career with Accenture as a Customer Service Representative – Telco
Embark on a rewarding journey with Accenture, a global leader in consulting, technology, and outsourcing. We are seeking a diligent and motivated Customer Service Representative to support telecommunications clients from our Mandaluyong City site. This role offers a clear path to grow in customer experience, operations, and client management, backed by comprehensive training and ongoing career development.
As a frontline ambassador for the Accenture brand, you will help customers navigate billing questions, account changes, service issues, and product inquiries with professionalism and empathy. You will collaborate with cross-functional teams to deliver timely solutions, while maintaining strict adherence to data privacy, security policies, and quality standards. This is an excellent opportunity to develop essential communication and problem-solving skills within a collaborative, inclusive environment.
In this role, you will engage with customers across multiple channels (phone, chat, and email) and document every interaction accurately in our CRM. You will strive for first-contact resolution, contribute to service levels, and explore opportunities to enhance the customer experience. At Accenture, your initiative and learning mindset are rewarded with ongoing training, performance coaching, and potential career advancement into senior customer service, operations, or client management roles.
Join a company that values integrity, curiosity, and a customer-first mindset. The Mandaluyong team enjoys competitive local compensation, robust benefits, and a culture committed to inclusion and innovation. If you’re ready to grow your career with a trusted global brand, apply today and start your journey with Accenture.
Responsibility
- Provide exceptional customer service via phone, chat, and email to Telco clients, ensuring a high first-contact resolution rate.
- Resolve billing questions, plan changes, service issues, and feature requests with accuracy and empathy.
- Document interactions and update customer records in the CRM system in real time.
- Identify upsell or cross-sell opportunities and coordinate with appropriate teams.
- Adhere to company policies, data privacy, and security guidelines during every interaction.
- Collaborate with teammates to meet or exceed service-level targets and maintain a positive team environment.
- Escalate complex problems to supervisors with clear, concise notes for efficient resolution.
Qualification
- High school diploma or equivalent; bachelor's degree preferred.
- 1+ year of customer service or call center experience; fresh graduates with strong communication are welcome.
- Excellent verbal and written communication skills in English; knowledge of Filipino languages is a plus.
- Proficiency with CRM software and basic computer skills; strong typing speed and data entry accuracy.
- Ability to multi-task, manage time effectively, and stay calm under pressure.
- Strong problem-solving skills and a customer-first attitude.
- Willingness to work on-site in Mandaluyong with occasional shifts as needed.