DE033295-Customer Service New Associate

Accenture; Quezon City; On-site; PHP 290,000 - 424,000; Full time

Job summary

Accenture is seeking a Customer Service New Associate to join our Energy Specialists team. You will be the primary contact for customer inquiries, delivering end-to-end support via inbound/outbound calls and emails, while promoting high-quality customer experiences.

This role requires at least 6 months of relevant experience and a standard voice profile. The position is return-to-office, with shifts that ensure coverage for customer needs across energy products and services.

Qualifications

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

Responsibilities

• Advocate for and promote Accenture as a leading energy provider through exceptional customer service.
• Provide end-to-end customer service by phone and/or email.
• Handle inquiries across all fuel, product, and enquiry types for residential and business customers.
• Document process improvements to enhance customer experience and inflow reduction.
• Support onboarding/offboarding, billing, payments, metering, moves, renewals, retention, hardship, collections, and complaints where applicable.

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—

POSITION TITLE: Customer Service New 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

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 applicablelaw.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.