Customer Service Representative

2 weeks ago

Manila, National Capital Region, Philippines Maynilad Water Services, Inc. Full time

About the Role

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We are seeking a highly skilled and motivated Customer Service Specialist to join our team at Maynilad Water Services, Inc.

Job Description:

  1. Build Relationships and Ensure Customer Satisfaction: Establish and maintain strong relationships with customers, local government units (LGUs), and non-government organizations (NGOs) to deliver exceptional customer service and meet their needs.
  2. Market Water Services and Reactivate Accounts: Promote water services to unserved customers, reactivate accounts, and implement programs that enhance customer experience and efficiency.
  3. Conduct On-Site Validations and Monitor First Billing: Validate job orders for water service connections (WSCs) and ensure first billing of newly installed accounts in compliance with Maynilad standards and Service Level Agreements (SLAs).
  4. Investigate Customer Concerns and Requests: Conduct field investigations on new water service connections (NWSCs), billing, and service-related concerns and requests, and report physical losses and commercial losses.
  5. Counsel Customers and Update Records: Counsel customers with delinquent accounts, recommend customer profile updates, and ensure updating of records and account status in Customer Relationship Management (CRM) tools.
  6. Analyze Arrears and Identify Collection Opportunities: Analyze arrears to attain collection efficiency and daily sales outstanding targets, and identify particular accounts that need to be inspected.
  7. Ensure Collection of Check Payments: Collect check payments from top accounts based on schedule and remit within the day.
  8. Disconnect Illegally Reopened Accounts: Disconnect and issue Notice of Investigation Reports (NIRs) for confirmed illegally reopened accounts, forward to Technical Management (TM) for confirmation/validation, and prepare documents for endorsement to Commercial Management (CM).
  9. Prepare Bill Adjustments and Conduct Field Surveys: Prepare bill adjustments for existing accounts using Zone Accounts Management System (ZAMS) as needed, and conduct field surveys (stake-outs) for proposed CAPEX and OPEX projects.
  10. Act as Resource Person or BPO: Act as a resource person or may be assigned as Business Process Owner (BPO) for planning, design, review, and improvement of processes for better implementation results.

Required Skills and Qualifications:

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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