DE033436-Customer Service New Associate

Accenture in the Philippines; Quezon City; On-site; PHP 300,000 - 480,000; Full time

Job summary

Accenture in the Philippines is seeking a customer service professional to provide end-to-end support by phone and email for energy customers. You will handle inquiries across billing, move, renewals, and product changes, ensuring first-contact resolution and a positive customer experience.

Open to candidates with a Standard Voice Profile and no prior experience. The role involves mixed inbound/outbound interactions from the Taguig/Uptown Bonifacio area, with shift-based coverage and compliance

Qualifications

• Standard Voice Profile
• No experience required

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 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

Skills

Standard Voice Profile

Job description

Job Description:

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

Requirements: