DE033377-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 246,000 - 357,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate to deliver end-to-end support via phone and email. The role emphasizes advocacy for an energy provider and handling a variety of inquiries across gas, electric, solar, and broadband services.

The position requires good voice contact and a B2 level in English, with at least 6 months of voice experience. Return-to-office setup is indicated, with on-site work in Quezon City.

Qualifications

• At least 6 months of voice experience.
• Voice proficiency at B2 level.

Responsibilities

• Advocate for and promote the energy provider through exceptional customer service.
• Provide end-to-end customer service by phone and email.
• Handle customer inquiries across fuel, product, and enquiry types.
• Identify process improvements to enhance customer experience and inflow efficiency.
• Support onboarding/offboarding, billing, payments, metering, moves, renewals, and retention tasks.
• Handle residential and business inquiries for gas, electricity, solar and broadband.
• Manage billing concerns (e.g., high bills), tariff questions, payments and refunds.

Skills

Voice experience

B2 English

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