CXRO Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines Maynilad Water Services Full time

Division: Customer Experience and Retail Operations

MAJOR RESPONSIBILITIES
  • Monitors and ensures first billing of newly installed accounts
  • Monitors and investigates top accounts and accounts with unusual/irregular/average consumption, then recommends necessary course of action
  • Markets water services to unserved customers
  • Conducts field investigation to recommend reactivation and deactivation of accounts, including regularization of illegal connections
  • Investigates and recommends appropriate rate classification of accounts
  • Updates customer profile
  • Monitors collection efficiency and arrears of active/ inactive accounts
  • Collects and remits check payments from top accounts
  • Counsels customers with delinquent accounts
  • Conducts field survey (stake-out) for proposed Capital Expenditures (CapEx)/ Operational Expenditures (OpEx) projects
  • Conducts on-site validation of all Water Service Connection (WSC)-related job order accomplishment reports implemented under CaPex/ OpEx activities in compliance with Maynilad standards and Service Level Agreement (SLA)
  • Disconnects and issues Notice of Investigation Report (NIR) for confirmed illegally reopened accounts
  • Monitors and ensures discontinuation of billing for disconnected accounts
  • Reports physical losses (e.g, vertical leaks, street leaks) and commercial losses (e.g. defective meter, jerking meter), and recommends appropriate action
  • Conducts field investigation of bill-related (i.e. contested meter reading) and service-related concerns (i.e. low water pressure, illegal connections, leaks), and recommends appropriate action
  • Builds and maintains harmonious relationships with local government units and non-government organizations
  • Performs other related tasks as may be assigned
QUALIFICATIONS AND COMPETENCY REQUIREMENTS

MINIMUM EDUCATION AND PROFESSIONAL LICENSES
Graduate of any four (4) year course preferably engineering or business-related course

WORK EXPERIENCE
Preferably with relevant work experience

OTHER REQUIREMENTS
With Professional Driver's License (Manual Transmission)

WORKPLACE RESOURCES AND ENVIRONMENT

EQUIPMENT/SOFTWARE USED

  • Personal Computer
  • Microsoft Office Tools
  • Systems, Applications and Products (SAP)
  • Personal Protective Equipment (PPE)
  • Workflow Management System (WMS)
  • Customer Service Information System (CSIS)

WORKING CONDITIONS and OCCUPATIONAL HAZARDS
Working conditions are done in the field exposed to hazardous factors, which are as follows:

  • Animal/insect bites
  • Drainage
  • Germs/Bacteria
  • Theft/robbery
  • Physical and emotional threats
  • Vehicular and occupational accidents
  • Sometimes require reporting at a normal office environment

VACANCIES:
1 for East Cavite Business Area
1 for Malabon/Valenzuela Business Area

For current Maynilad employees: In addition to the application form below, please submit your Immediate Superior and Department Head's email approval to

Customer hotline: 1626
Cavite Toll-Free hotline:
WATER

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