DE033295-Customer Service Associate

Accenture PLC; Quezon City; On-site; PHP 240,000 - 280,000; Full time

Job summary

Accenture PLC in Quezon City is seeking a Customer Service Associate to handle end-to-end customer support for energy products. The role involves inbound/outbound calls and email responses, with responsibilities spanning billing, onboarding, moves, renewals and product changes.

Ideal candidates have a Standard Voice Profile and at least 6 months of relevant experience, ready to work in a Return to Office environment at Quezon Gateway Tower 2.

Qualifications

• Standard Voice Profile.
• At least 6 months of relevant experience.

Responsibilities

• Advocating for and promoting the business as a leading Energy provider through exceptional quality customer service to new and existing customers.
• Provide end to end customer service by Phone and / or Email.
• Managing responses to customer enquiries across fuel, product and enquiry types for the consumer segment through multiple channels.
• Identify and document process efficiencies to improve customer experience and inflow reduction.
• Support onboarding/offboarding, billing, payments, metering, broadband, moves, renewals, retention, hardship, collections, and complaints as applicable.
• Handle residential and business enquiries across gas, electricity, solar and broadband including billing, tariff, connection, and product changes.

Skills

Standard Voice Profile

Job description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE

Customer Service Associate

Return to Office

The Energy Specialists are the point of contact of customer queries, taking full responsibility for all customer concerns, delivering end-to-end customer support and customer experiences. This is done through inbound and outbound calls, as well as responding to email correspondence.

Responsibilities

• Advocating for and promoting the business as a leading Energy provider through exceptional quality customer service to new and existing customers.
• Provide end to end customer service by Phone and / or Email
• Managing responses to customer enquiries; Responding to customer enquiries across all fuel, product and enquiry types for the consumer segment through a variety of communication channels
• Identify and document process efficiencies and learnings with a focus on customer experience and inflow reduction.
• Where applicable – provide support across Onboarding/Offboarding, Billing, Payments, Metering, Broadband, Moves, • Renewals, Retention, Hardship, Collections, Complaints.
• Simple Sale enquires, including but not limited to Moves, Renewals and Product Changes
• Handle enquiry types for Residential and Business (Gas, Elec, solar and Broadband) customers including but not limited to –• Billing enquires - Managing billing concerns (i.e High Bills), Meter Read Enquires, Tariff enquires, Concession Enquires Fee Enquires, Product Changes
• Account Maintenance enquiries - Updating account holder details, Deceased estates, authorized person
• Payment enquires - Add and modify payment details, provide steps and direct the customer to the self-serve portal for payment actions, Handle refund enquiries. Note, the Contractor is not required to take any credit card or bank details through Live Chat
• Supply enquires - Life Support Enquires, Connection enquires, Outage and fault enquiries

Other

• Project Shift Schedule: Morning Shift
• Project Rest Day: Weekends Off
• Project/Team Location: Quezon Gateway Tower 2

Skill and Qualifications

• Standard Voice Profile
• At least 6 months of relevant experience

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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