Channel Operations Associate

5 days ago

Pasig, National Capital Region, Philippines MERALCO Full time ₱800,000 - ₱1,200,000 per year

Explore Fulfilling Careers at Meralco and take Part in #BuildingABrilliantFuture

Why Join Us?

Come aboard so we can Build a Brilliant Future Together

Meralco is more than a power distribution company. It is home to those who value innovation, dynamism, as well as development of one's self and well-being. Meralco wholeheartedly believes in the significance of customer service, performance, accountability, integrity, and teamwork. Mayroong tunay na malasakit sa kapwa at sa bayan.

Meralco brings out the best in people by championing innovative solutions that move everyone towards a promising future together – for its employees, customers, community and country.

Join us at Meralco and experience a brilliant life.

Meralco. Ang Liwanag ng Bukas.

We are looking for a Channel Operations Associate.

Job Summary

The Channel Associate is responsible with the management of existing self-service channels and design and development of new services, including the implementation of projects and initiatives, to improve over-all customer experience in Meralco.

Responsibilities

Performance and Operations Management

  • Drive adoption of self-service channels
  • Ensure that existing self-service channels such as Mobile App, Chatbot, IVRS, and Kiosk are working 24/7
  • Lead incident handling for immediate issues
  • Ensure timely resolution of customer concerns raised via the self-service channels by coordinating with concerned Meralco organizations
  • Communicate advisories to internal and external stakeholders
  • Manage maintenance and warranty activities with CRS and ICT teams.
  • Analyze usage of self-service channels as input to management reports and system and process enhancements

Design and Development

  • Provide support in designing customer-centric features and/or solutions to drive usage of self-service channels, considering customer pain points, business opportunities and technology advancement
  • Orchestrate cross-functional teams from project initiation to closing to ensure alignment with the self-service management objectives
  • Ensure that requirements are harmonized and agreed upon different stakeholders (e.g. segments, process care takers, ICT, Cybersecurity, Data Privacy Office)
  • Manage internal and external risks to ensure delivery of scope according to agreed methodology, timeline, and costs

Qualifications

  • Graduate of a bachelor's degree in Management, IT or its equivalent
  • At least 2 years of experience as member of a project team implementation on cloud solutions, front-end solution
  • Familiarity with UI/UX design principles
  • Familiarity with Design Thinking methodology
  • Familiarity with Agile Project Management
  • Adept with Search Engine Optimization (SEO) and Google Analytics
  • Preferably with Digital Marketing experience
  • Effective leader and team player, proactive to achieve results, organized and focused, with ability to manage and coordinate multiple tasks and cross-functional teams
  • Excellent oral and written communication
  • Adept in MS Office 365
  • Willing to work onsite at Meralco Ortigas

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