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Customer Service Assistant
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Responsible for managing and handling the handling and resolution of walk-in complaints, escalated irate complaints from the SD Helpdesk, and providing special attention to VIP and/or LGU cases. Initiate customer-centric programs aimed at ensuring a positive customer experience.
CUSTOMER COMPLAINTS RESOLUTION
- Ensure a positive customer experience by handling and resolving walk-in complaints promptly.
- Guarantee on-time resolution of customer complaints including new water service connection installation and investigation.
- Monitor tickets and assist the commercial and technical operations team in resolving complaints on time.
CUSTOMER RELATIONSHIP MANAGEMENT
- Develop Information, Education, and Communication (IEC) campaigns on water and wastewater operations and services.
- Participate in community group chats to disseminate IEC campaigns and gather inquiries or complaints for resolution.
- Implement an onsite helpdesk program, including site visits within the year for each project.
OTHER FUNCTIONS
- Escalate issues related to Sapphire Ticketing or SD Helpdesk to commercial or technical operations.
- Conduct random audits of customer handling of commercial and technical teams.
- Establish a monitoring system for customer complaints and turnaround time resolution
- Attend and/or conduct customer training to enhance customer centricity.
Perform other assigned functions as needed.
