DE033436-Customer Service New Associate

8004 Accenture Inc Company; Quezon City; Hybrid; PHP 200,000 - 260,000; Full time

Job summary

Accenture is hiring a Customer Service New Associate in Taguig/Metro Manila area for a hybrid setup. You will handle inbound/outbound calls and emails for energy customers, delivering end-to-end support and positive customer experiences.

The role involves assisting residential and business customers across gas, electricity, solar and broadband, resolving billing and service inquiries with a focus on first-contact resolution.

Qualifications

• Standard Voice Profile required.
• No prior experience required.

Responsibilities

• Provide end-to-end customer service by phone and/or email across multiple channels.
• Handle enquiries related to billing, accounts, meters and service requests with accuracy and timeliness.
• Promote Accenture Energy products and services while maintaining high service standards.
• Ensure first contact resolution and escalate complex issues as needed.
• Identify opportunities to improve processes and customer experience.

Skills

Standard Voice Profile

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: Hybrid

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
• E Service enquiries - My account enquiries and support, Mobile application enquiries, promote online self-services
• Keeping customer at the center of the consultant’s thinking by taking responsibility and ownership for customer satisfaction, loyalty and responding to customer issues and managing exceptional cases or complaints effectively
• Delivery of an exceptional customer experience through efficient, effective and accurate identification, processing and resolution of customer issues which results in first contact resolution; educating to prevent future issues or transferring the customer to the relevant department.
• Positively contributing to the Customer Services culture through active participation and support of the team’s vision and contribution to project wide objectives and initiatives.
• Keeping abreast of changes and taking responsibility for personal development by leveraging feedback, information and coaching opportunities to support improvements.
• Ensuring all sales practices meet industry regulatory requirements and internal policies as a minimum standard.

OTHERS

Project Shift Schedule: Morning Shift Project Rest Day: Weekends Off Project/Team Location: Taguig, Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS

• Standard Voice Profile
• No experience required

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.

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 agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture