DE033205-Customer Service Analyst

---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 Analyst WORK SETUP: Return to Office RESPONSIBILITIES: • Handle inbound consumer customer contacts transferred from the automated contact layer across voice, chat, email, and digital channels, covering complex billing inquiries, account management, payment processing, and service support. • Resolve billing discrepancies, process adjustments, and manage account changes that require broader service authority or experienced judgment beyond the standard agent tier. • Apply client-defined retention frameworks and service offers for at-risk customers within prescribed authority parameters. • Manage appointment scheduling, technician visit confirmations and rescheduling in coordination with the Dispatch function. • Process service requests include orders, plan changes, upgrades, downgrades, moves, conversions, seasonal holds, and disconnections. • Provide real-time guidance and support to Consumer Care Agents on complex contact handling and exception scenarios. • Escalate contacts exceeding defined service authority to Fidium’s internal team with complete interaction context to avoid customer repetition. • Accurately document all interaction outcomes, contact reasons, and resolution details in the case management system in line with quality and compliance requirements. • Adhere to all applicable data privacy, confidentiality, and regulatory compliance requirements on every interaction. • Meet workstream SLAs, KPIs, and quality targets as defined by the engagement. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

SKILL AND QUALIFICATIONS: • SME profile • At least 2 years’ experience in Service Delivery or Customer Service • Open to resources with any domain skills and industry experience • Individual Contributor

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.