DE033295-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 268,000 - 357,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate to deliver end-to-end support for energy customers. The role involves handling inbound/outbound calls and emails, resolving billing, onboarding, metering, and product inquiries, and promoting high-quality customer experiences.

Candidates should have a standard voice profile and at least 6 months of relevant experience. This on-site position is based in Quezon City, with a return-to-office setup and shift coverage including

Qualifications

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

Responsibilities

• Provide end-to-end customer service via phone and email.
• Advocate for energy services and deliver quality customer experiences.
• Handle inquiries across fuel, product, and services for residential and business.
• Identify improvements to enhance customer experience and reduce inflow.
• Support onboarding/offboarding, billing, payments, metering, moves, renewals, retention, and collections.
• Manage billing concerns, tariff inquiries, and product changes.
• Update account details and handle payment actions; direct to self-serve portal for payments.
• Handle life-support and outage inquiries; project shift/location: Quezon Gateway Tower 2.

Skills

Voice profile

Customer service

Job description

Job Description:

• 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 Associate WORK SETUP: Return to Office OVERALL PURPOSE: 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 OTHERS: 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