DE033334-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Accenture in the Philippines seeks a Customer Service Associate for energy customer support based in Quezon Cyberpark Tower 3, Quezon City. The role handles inbound and outbound calls and email responses, delivering end-to-end service for Residential and Business energy customers.

You will advocate for the energy provider, resolve billing, onboarding, payments, meter reads, and product inquiries, while maintaining high customer satisfaction and accuracy in account details.

Qualifications

• Standard Voice Profile required.
• At least 6 months of voice experience.
• No domain skills required.
• Voice proficiency at B2 level.

Responsibilities

• Provide end-to-end customer service via phone and email across energy products.
• Handle inquiries on billing, metering, and service requests.
• Support onboarding/offboarding, billing, payments, and product changes as needed.
• Identify process improvements to enhance customer experience.

Skills

Standard Voice Profile

6 months voice experience

Voice proficiency B2

No domain skills required

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, authorised 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 Cyberpark Tower 3

SKILL AND QUALIFICATIONS:

• Standard Voice Profile
• With at least 6 months of voice experience
• No domain skills required
• Voice proficiency – B2

Requirements: