DE033377-Customer Service Associate

8004 Accenture Inc Company; Quezon City; On-site; PHP 335,000 - 469,000; Full time

Job summary

Accenture is seeking a Customer Service Associate to deliver high-quality support in a Return to Office setup. You will handle inquiries via phone and email for Residential and Business customers (Gas, Elec, solar, Broadband), addressing billing, payments, and account maintenance with a focus on accuracy and efficiency.

Applicants must have the right to live and work in the country and possess a standard voice profile with at least 6 months of experience and a B2 level of proficiency.

Qualifications

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

Responsibilities

• Advocate for the business with exceptional customer service across channels.
• Provide end-to-end customer service by phone and email.
• Handle inquiries across fuel, product and service types for residential and business customers.
• Identify process improvements to enhance customer experience and inflow reduction.
• Support onboarding/offboarding, billing, payments, meter-related queries, and renewals where applicable.
• Handle billing, payment, and account maintenance inquiries; guide customers to self-serve portals.

Skills

Standard Voice Profile

Voice experience (6 months)

Voice proficiency – B2

Job description

POSITION TITLE: Customer Service Associate

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE

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

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.

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. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture