DE033295-Customer Service New Associate

Accenture in the Philippines; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service New Associate to deliver end-to-end customer support for energy services. The role involves handling inquiries by phone and email, addressing billing and tariff questions, and assisting with onboarding, metering, and product changes.

This is a morning shift in a Return to Office setup, targeting customers in residential and business segments. Ideal candidates have at least 6 months of relevant experience and a standard voice profile.

Qualifications

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

Responsibilities

• Advocate for energy services and provide exceptional customer service to new and existing customers.
• Handle end-to-end customer service via phone and email.
• Respond to inquiries across fuel, product and service types for residential and business segments.
• Document process improvements to enhance customer experience and inflow reduction.
• Support onboarding/offboarding, billing, payments, metering, and related activities as needed.
• Manage billing concerns, tariff inquiries, and product changes; support renewals and collections.

Skills

Customer service

Phone support

Email support

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 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
  

Requirements: