DE033295-Customer Service New Associate

Accenture PLC; Quezon City; On-site; PHP 223,000 - 391,000; Full time

Job summary

Accenture PLC in the Philippines is seeking a Customer Service New Associate to handle inbound/outbound calls and emails, delivering end-to-end support for energy-related inquiries. This role operates from a return-to-office setup with a morning shift and weekends off as per project schedule.

The position requires a standard voice profile and at least 6 months of relevant customer service experience. Successful candidates will join a team focused on high-quality customer experiences across

Qualifications

• Standard Voice Profile required.
• Minimum 6 months relevant experience in customer service.

Responsibilities

• Advocate for the business by delivering exceptional customer service to new and existing customers via phone and email.
• Provide end-to-end customer service by Phone and Email across various channels.
• Respond to customer inquiries about fuel, products, and services for residential and business customers.
• Identify process improvements and learnings to enhance customer experience and reduce inflow.
• Support onboarding, billing, payments, meter read and other service actions as applicable.
• Handle simple sales inquiries such as moves, renewals and product changes.
• Manage inquiries for both residential and business customers (Gas, Elec, solar, broadband).
• Address billing concerns, tariff inquiries, concession inquiries, and product changes.
• Assist with account maintenance: update holder details, deceased estates, authorized persons.
• Handle payment inquiries and guide customers to self-serve options; avoid collecting card/bank details via chat.
• Triage and respond to supply inquiries including life support, connections, outages.

Skills

Voice Profile

6 months experience

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

Equal Employment Opportunity Statement

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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