Account Management Specialist (After-Sales Operations)

Asticom Technology Inc; Makati; On-site; PHP 300,000 - 450,000; Full time

Job summary

Asticom Technology Inc in Makati is seeking an Account Management Specialist to deliver a seamless post-sales experience. You will manage contract fulfillment, service delivery, and address operational concerns across the contract lifecycle.

This role requires 1–2 years in customer service or after-sales operations, a Bachelor's degree in Engineering, Business Administration, or related field, and strong English communication.

Qualifications

• Bachelor's degree in Engineering, Business Administration, Management, or a related discipline.
• 1–2 years of experience in customer service, account management, or after-sales operations.
• Strong written and verbal communication in English.
• Familiarity with energy regulatory frameworks is a plus.

Responsibilities

• Lead and manage the end-to-end customer switching and activation process, ensuring accuracy, timeliness, and regulatory compliance.
• Provide after-sales support and customer enablement, including onboarding, training, and delivery of applicable value-added services.
• Act as the primary customer liaison for after-sales and operational concerns, including billing, collections, service advisories, power interruptions, and general service inquiries.
• Investigate customer issues and escalations, develop and recommend solutions, and escalations to management as necessary to ensure timely resolution.
• Coordinate with internal teams to meet contractual obligations and monitor service performance.
• Prepare and maintain service reports and documentation to support decision-making and continuous improvement.

Skills

Communication

Coordination

Problem solving

English proficiency

Education

Bachelor's degree in Engineering, Business Administration, Management, or a related discipline

Job description

Role Summary

The Account Management (Service Management) Specialist is responsible for delivering a seamless post-sales customer experience by ensuring effective contract fulfillment, reliable service delivery, and timely resolution of operational concerns.

Serving as the point of contact for customers on all after-sales, switching, and service-related matters throughout the customer contract lifecycle, this role drives retention, operational efficiency, and customer satisfaction.

Key Responsibilities

End-to-End Onboarding & Switching Execution

• Lead and manage the end-to-end customer switching and activation process, ensuring accuracy, timeliness, and compliance with regulatory and operational requirements.

• Provide after-sales support and customer enablement, including customer onboarding, service orientations or training, and delivery of applicable value-added services.

Customer Liaison & After-Sales Support

• Act as the primary customer liaison for after-sales and operational concerns, including billing, collections, service advisories, power interruptions, and general service inquiries.

• Investigate customer issues and escalations, develop and recommend solutions, and escalations to management as necessary to ensure timely resolution.

• Build and maintain strong working relationships with customer operations, finance, and technical teams, fostering collaboration to support customer satisfaction, retention, and long-term partnership.

Contract Fulfillment & Service Reliability

• Ensure contractual obligations and service level commitments are consistently met by coordinating closely with internal teams such as billing, technical operations, regulatory, finance, and customer service.

• Monitor account and service performance, proactively identifying risks, service gaps, or recurring issues, and implementing corrective actions to maintain service reliability.

Reporting & Documentation

• Prepare and maintain accurate service reports, case documentation, and performance updates to support decision-making and continuous improvement.

Qualifications

Education

• Bachelor's degree in Engineering, Business Administration, Management, or a related discipline.

Technical Knowledge & Work Experience

• 1–2 years of relevant experience in customer service, account management, or after-sales operations.

• Experience in the energy or power sector is an advantage.

• Strong working knowledge of contract fulfillment, customer switching, post-sales operations, and service lifecycle management.

• Familiarity with Retail Competition and Open Access (RCOA), Green Energy Option Program (GEOP), Replacement Power (RAP), and other energy regulatory or compliance frameworks is an advantage.

Key Skills & Competencies

• Strong communication, coordination, and problem-solving skills, with the ability to manage customer concerns professionally and effectively.

• Highly organized, detail-oriented, responsive, and dependable, with the capacity to manage multiple customer accounts and service cases simultaneously.

• Proven ability to work cross-functionally with internal teams and handle time-sensitive customer requirements in a fast-paced environment.

• Excellent verbal and written communication skills in English.