Complaints Resolution Officer

14 hours ago

taguig, metro manila, Philippines Manila Water Company, Inc. Full-time

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Validates customer concerns through field investigation, and documents findings through CRM.
Provides immediate solutions to customer concerns within SLA based on approved guidelines and policies.
Acknowledges and addresses customer concerns within the set SLA, to prevent reoccurrence
Provides best possible customer experience, through excellent customer service skills in every interaction.
Recommends and implements programs to improve the customer service quality and performance.
Handles and resolves anti-water pilferage cases based on the provisions set in RA 801 National Water Crisis Act.
Attests to field finding investigation results and provides relevant data and information, for the resolution of RO and legal cases relative to customer issues.
Adheres to best negotiation practices with customers and internal stakeholders, that will result to desired agreement and customer satisfaction, business advancement, and regulatory compliance.
Stays adept and updated with knowledge on business policies, regulations and related laws, as well as changes in the organization - for informed decision-making on various customer issues, accurate input on process improvements and apt recommendation on policy enhancements.
Collects under-collection charges of AWP cases through negotiation and preparation of documents.
Validates inactive accounts with arrears through field investigation, and negotiates payment of penalty as needed.

Must be a Bachelor's Degree holder in Business/Management, or its equivalent
Must have 2 years working experience in Customer Service, Complaints Handling, and Customer Relations
Must have at least 1 year of work experience in Territory Management
Must have excellent verbal, written and interpersonal communication skills
Must be proficient in MS Office Applications
Must have knowledge in Driving, with a valid Driver's License