Customer Services Assistant

Job Summary

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.

Duties and Responsibilities

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.

Technical Competencies and Skills

Able to give good communication skills both oral and written., Word processing using MS Office / Request for payment using IFCA/Oracle Program / Purchase Requisition thru SAP Program / Job Orders thru SAPPHIRE Program, Adaptability/Flexibility/Prioritizing/Positive Attitude/Team player

Education, Trainings and Licenses Required

• Must have a Bachelor’s/College Degree 4-year Course – BS Management, Office Administration