DE033436-Customer Service New Associate

Accenture in the Philippines; Quezon City; Hybrid; PHP 240,000 - 300,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service New Associate to provide end-to-end support via phone and email. The role focuses on energy-related queries, billing matters, and product changes, delivering a positive customer experience.

Responsibilities include handling inquiries across gas, electric, solar, and broadband, while identifying improvements to reduce inflow and enhance satisfaction. Hybrid work location is Taguig/Uptown Bonifacio.

Qualifications

• Experience handling inbound/outbound calls and emails.
• Strong communication and problem-solving abilities.
• Ability to manage multiple inquiries with empathy.

Responsibilities

• Provide end-to-end customer support by phone and email.
• Handle billing, payments, and account maintenance inquiries.
• Respond to inquiries across gas, electricity, solar and broadband products.
• Identify process improvements to提升 customer experience.
• Aim for first-contact resolution and guide customers to self-serve options.
• Ensure compliance with regulatory requirements and internal policies.
• Operate in a hybrid setup with shifts from Taguig, Uptown Bonifacio Tower 3.

Skills

Customer service

Phone support

Email support

Problem solving

Tools

CRM software

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