DE033377-Customer Service Associate

Accenture; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate to deliver high-quality support for energy customers. You will handle inquiries by phone and email, promote services, and resolve issues across residential and business accounts.

The role emphasizes process improvement, accurate data handling, and a customer-centric mindset, with a morning shift and return-to-office setup at Quezon Gateway Tower 2.

Qualifications

• 6 months of voice experience required
• Voice proficiency B2 required
• No domain skills required

Responsibilities

• Advocate for and promote the business as a leading energy provider.
• Provide end-to-end customer service by phone and email.
• Respond to customer enquiries across fuel, product and enquiry types for the consumer segment.
• Identify and document process efficiencies with a focus on customer experience and inflow reduction.
• Support onboarding/offboarding, billing, payments, meter read, broadband, moves, renewals and related tasks.
• Handle simple sales enquiries (moves, renewals, product changes).
• Manage billing, tariff and concession enquiries for residential and business customers.
• Update account holder details and handle deceased estates/authorized persons.
• Assist with payment details and guide customers to self-serve portals.
• Handle supply enquiries including life support, connections, outages.

Skills

Standard Voice Profile

6 months voice experience

Voice proficiency B2

No domain skills required

Job description

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 enquiries, 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 enquiries - Managing billing concerns (i.e High Bills), Meter Read Enqueries, Tariff enquiries, Concession Enquiries Fee Enquiries, Product Changes
• Account Maintenance enquiries - Updating account holder details, Deceased estates, authorized person
• Payment enquiries - 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 enquiries - Life Support Enquiries, Connection enquiries, 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

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