Utility Customer Service Representative

2 days ago

Mandaluyong City, National Capital Region, Philippines Sequential Technologies International Full time ₱900,000 - ₱1,200,000 per year

PRIMARY RESPONSIBILITIES

Apply sound judgment and analytical skills, collaborating with subject matter experts when required, to investigate discrepancies in work processes. Take appropriate actions to address and resolve issues, collaborating with other functional teams as necessary.

Act as a dedicated customer contact to research, analyze, and resolve billing discrepancies.

Responsible for day-to-day production analysis of billing, product and transaction management.

Coordinate and work directly with cross functional teams to analyze and adjust processes and functionality to ensure accuracy and efficiency.

Coordinate with utilities and market participants to investigate and resolve escalated customer concerns such as missing consumptions, usage variance etc.

Establish controls to bridge identified gaps across business units.

Assist in gathering requirements and QA testing for new development on projects designed to improve billing, customer experience and reporting.

Conduct ad hoc analysis as required to support data-driven decision-making.

Assist with project planning, testing and implementation of automated processes to support data and analysis.

Perform other ad hoc analysis as required.

Achieve excellence by delivering on key performance indicators (KPI's).

REQUIRED COMPETENCIES

Business Acumen – Knows the business and department roles and operates with an awareness of the industry standards and procedures.

Strives for results – Operates with an elevated level of energy and develops appropriate objectives to support the organization in achieving optimal success.

Communication – Interacts openly and directly with others.

Excellent written and oral communication skills

Administrative and computer skills

Proficient in operational streamlining, risk mitigation and automation

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