DE033436-Customer Service New Associate

---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

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