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