DE033295-Customer Service Associate

Freelio; Quezon City; On-site; PHP 268,000 - 379,000; Full time

Job summary

FREELIO is seeking a Customer Service Associate to act as the primary contact for energy-related customer inquiries in a return-to-office setting in Quezon City. You will handle incoming and outbound calls, respond to emails, and strive to deliver end-to-end support for residential and business customers across gas, electricity, solar, and broadband products.

The role emphasizes high-quality service, quick issue resolution, and collaboration with cross-functional teams to ensure customer

Qualifications

• Six months of relevant experience in customer service or contact center.
• Strong verbal communication skills and ability to manage multi-channel inquiries.

Responsibilities

• Advocate for the business by delivering exceptional customer service to new and existing customers.
• Provide end-to-end customer service by phone and/or email.
• Respond to customer inquiries across fuel, product, and services for residential and business customers via multiple channels.
• Identify process improvements to enhance customer experience and reduce inflow.
• Assist with onboarding/offboarding, billing, payments, metering, and account maintenance as needed.

Skills

Standard Voice Profile

Six months exp

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 AssociateWORK SETUP: Return to OfficeOVERALL 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 enquiriesOTHERS:Project Shift Schedule: Morning ShiftProject Rest Day: Weekends OffProject/Team Location: Quezon Gateway Tower 2SKILL AND QUALIFICATIONS:• Standard Voice Profile• At least 6 months of relevant experience