Customer Service Specialist

MAJOR RESPONSIBILITIES

1. Bills and monitors connected accounts and ensures that the first bill of new water service connections / unbilled accounts is properly generated

2. Reviews all proposed account corrections/updates and ensures to processing of account maintenance activities in the system (e.g., updating of customer/account information)

3. Ensures posting of payment adjustment and dishonored checks, including monitoring of collection remittances vis-a-vis bank deposits, bill payments, ADA accounts, and tax exemption

4. Validates the activities of the third-party service provider (TPSP), including closing and re-opening of accounts, accurate billing, and timely delivery of statement of \account (SOA) for processing of payment; processes monthly billing, accomplishments, and other TPSP-related reports

5. Coordinates with other offices regarding specific concerns on billing, requests, and collection

6. Conducts parallel post analysis, ensures accurate billing of all accounts and billing of unbilled accounts, preparation of bill adjustments of existing accounts and, utilization of Zone Accounts Management System (ZAMS) as needed

7. Facilitates splitting and creation of meter reading units (MRUs) and ensures proper sequencing and arrangement of accounts per MRU

8. Conducts extraction, preparation, and submission of required reports such as but not limited to daily comparative reports, weekly and monthly accomplishment reports (e.g., average billing, customer mix, DMCM, DEFS IRR, etc.) collection, WSC, reactivated/regularized accounts, disconnection/reconnection and other commercialrelated reports required by the business area

9. Ensures and monitors the implementation of disconnection/reconnection of accounts by third-party service provider (TPSP) and in-house Technical team

10. Identifies and monitors accounts for permanent closing andermination of water/sewer service contracts and prepares the closing orders of accounts for special

disconnection recommended by Zone Management

1. Ensures timely response to all customer concerns/ issues received through customer relationship management (CRM) systems (i.e., WMS, CSIS). Also monitors the extraction and endorsement of all open issues to the concerned business unit for proper investigation/resolution. Evaluates all returned investigation results, updates, and closed issues/cases

2. Conducts evaluation, preparation, and execution of approved bill reversal, bill revision, and other payment-related activities e.g., transfer, reversal, posting of creditable tax, posting of unposted payment, installment payment, refund, and updating of customer records in the system such as rate code, senior citizen discount, number of households, lifeline, error download, and exceptions, etc.

3. Endorses all approved applications to Technical Management for appropriate action and transmits all documentary requirements to Technical File Management Specialist for endorsement to Documents/Records Custodian (DRC).

4. Prepares necessary notices/letters/reminders and endorses these to Zone Management (ZM) / Technical Management (TM) for issuance to customers

5. Oversees the processing of all walk-in customer concerns, inquiries, requests, and applications. Ensures all transactions are logged in the WMS, CSIS, and Queuing System, introduces and processes all enrollments to the Maynilad Alerts program, and paperless billing in the Customer Communication Portal (CCP). Provides customer feedback as necessary. Utilizes related reports available in the system and analyze these to gain insights on how to improve the customer handling process

6. Receives, evaluates, and processes all applications for water and sewer service connection (WSC & SSC), miscellaneous applications, change of occupier, regularization of unregistered connections, and reactivation of inactive accounts as investigated by Zone Management (ZM) including the preparation/generation of cost estimates in coordination with Technical Management

7. Entertains queries on the implementing rules and regulations (IRR) of R.A Processes and monitors all illegal cases (confirmed illegalities), payments of under collection charges/penalties, and arrears of specific accounts assigned to the Business Area (BA). Also monitors other miscellaneous charges and accounts with promissory notes (PN), including all applicable notices issued to the customer

8. Ensures proper compliance with and maintenance of IMS standards and procedures

9. Performs other given assignments such as resource person, coach, trainer, Business Process Owner (BPO), program champion, IMS officer, NRB agent, secondment, etc., relevant to the advancement of personnel, processes, systems and/or expansion of the business

QUALIFICATIONS AND COMPETENCY REQUIREMENTS MINIMUM EDUCATION AND PROFESSIONAL LICENSES

College Graduate (Bachelor's degree), preferably business or finance management related course