DE033436-Customer Service New Associate

Accenture; Quezon City; Hybrid; PHP 391,000 - 670,000; Full time

Job summary

Accenture in Manila is seeking a Customer Service New Associate to provide frontline support for energy customers via phone and email in a hybrid work setup.

You will handle inquiries across billing, service provisioning and account updates, aiming for first-contact resolution while upholding company policies and regulatory requirements.

No prior experience required; a friendly, clear communication style and the ability to learn quickly are essential to succeed in this busy care role.

Qualifications

• Standard Voice Profile.
• No experience required.

Responsibilities

• Provide end-to-end customer service by phone and email.
• Advocate for Accenture Energy services with a focus on first-contact resolution.
• Handle billing, payments, and account updates as needed.
• Assist customers with onboarding and service inquiries across energy products.
• Identify opportunities to improve customer experience and process efficiency.
• Maintain accurate records and update customer details in the system.

Skills

Standard Voice Profile

Job description

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.
• 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 atwww.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 applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.