Water Services Coordinator
2 weeks ago
About Maynilad Water Services, Inc.
">Maynilad Water Services, Inc. is a leading provider of water and wastewater services in the Philippines. We are committed to delivering safe and reliable water services to our customers while promoting sustainable development and environmental protection.
Job Summary:
As a Customer Service Specialist, you will play a critical role in ensuring the satisfaction of our customers by providing excellent customer service and support. You will be responsible for building and maintaining strong relationships with customers, LGUs, and NGOs, and ensuring that their needs are met.
Key Responsibilities:
- Build and Maintain Relationships: Establish and maintain strong relationships with customers, LGUs, and NGOs to deliver exceptional customer service and meet their needs.
- Market Water Services: Promote water services to unserved customers and reactivate accounts to enhance customer experience and efficiency.
- Conduct On-Site Validations: Validate job orders for WSCs and ensure first billing of newly installed accounts in compliance with Maynilad standards and SLAs.
- Investigate Customer Concerns: Conduct field investigations on NWSCs, billing, and service-related concerns and requests, and report physical losses and commercial losses.
- Counsel Customers: Counsel customers with delinquent accounts, recommend customer profile updates, and ensure updating of records and account status in CRM tools.
- Analyze Arrears: Analyze arrears to attain collection efficiency and daily sales outstanding targets, and identify particular accounts that need to be inspected.
- Collect Check Payments: Collect check payments from top accounts based on schedule and remit within the day.
- Disconnect Illegally Reopened Accounts: Disconnect and issue NIRs for confirmed illegally reopened accounts, forward to TM for confirmation/validation, and prepare documents for endorsement to CM.
- Prepare Bill Adjustments: Prepare bill adjustments for existing accounts using ZAMS as needed, and conduct field surveys (stake-outs) for proposed CAPEX and OPEX projects.
- Act as Resource Person: Act as a resource person or may be assigned as BPO for planning, design, review, and improvement of processes for better implementation results.
Requirements:
Education: College Graduate (Bachelor's degree) preferably engineering or business-related course.
Work Experience: Preferably with relevant work experience.
Knowledge, Skills, and Abilities:
- Computer skills
- Excellent presentation skills
- Excellent verbal and written communication skills (business writing)
- Excellent people management skills
- High problem-solving and analytical skills
- Excellent interpersonal skills
Personal Attributes/Attitudes:
- High customer service orientation
- Ability to work in a highly demanding and pressured work environment
- Discretion with confidential information
- Ability to manage people of diverse personalities and skills
- Results-driven and proactive
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