Commercial Management Specialist

Maynilad Water Services; Quezon City; On-site; PHP 279,000 - 390,600; Full time

Job summary

Maynilad Water Services in Quezon City seeks a customer service representative to handle complaints and requests. This role requires generating job orders, evaluating service applications, and coordinating with various departments.

The ideal candidate will have a four-year degree related to business or finance and possess strong analytical and interpersonal skills. Experience in customer service is preferred. The position offers opportunities to work with various customer service information systems.

Qualifications

• Graduate of any four-year course related to business or finance management.
• Preferably with relevant work experience in customer service.

Responsibilities

• Handles all customer concerns and coordinates with other offices.
• Generates job orders and updates issues in customer service information systems.
• Processes applications for water and sewer service connections.

Skills

Analytical Thinking

Communication

Customer Focus

Interpersonal Skills

Education

Graduate of any four (4) year business or finance management related course

Tools

Microsoft Office

SAP

Workflow Management System (WMS)

Customer Service Information System (CSIS)

Job description

• Handles all customer concerns and coordinates with other offices regarding specific complaints and requests; provides customer feedback on status of concerns
• Generates job orders from the system, evaluates all returned investigation results, and updates and closes issues/cases in customer service information system (CSIS)/ workflow management system (WMS)/ Anti-Illegal System (AIS)
• Receives, evaluates and processes all application for water and sewer service connection (WSC & SSC), regularization of unregistered connections, and reactivation of inactive accounts as investigated by Zone Management (ZM)
• Issues clearances to new water service connection (WSC) applications and to accounts subject for reactivation
• Prepares/generates cost estimate for all received WSC applications in coordination with technical management
• Updates customer records in Systems Applications and Products (SAP) and posts approved revised amount in SAP (DM/CM)
• Evaluates, prepares, and posts revision for erroneous billing, inappropriate rate code, and etc.
• Processes and monitors all illegal cases (confirmed illegalities) and accounts with promissory notes (PN), and all applicable notices issued to the customer.
• Attends to customer queries regarding the implementing rules and regulations of R.A. 8041 and ensures that the violator understands the violations committed
• Computes for the under collection charges to be paid by the violator
• Monitors the payments of under collection charges/penalties, arrears and other miscellaneous charges through system (SAP) verification
• Prepares required reports such as first billing of new WSC, reactivated accounts, regularized accounts, summary report on billing-related complaints, new WSC-applications processed, illegal connection reports, and etc.
• Performs other related tasks as may be assigned

QUALIFICATIONS AND COMPETENCY REQUIREMENTS

MINIMUM EDUCATION AND PROFESSIONAL LICENSES

• Graduate of any four (4) year business or finance management related course

WORK EXPERIENCE

• Preferably with relevant work experience

FOUNDATIONAL COMPETENCIES

• Analytical Thinking
• Interpersonal Skills
• Communication
• Customer Focus

TECHNICAL COMPETENCIES

• Account Management
• Account Data Management
• Relationship Management
• Market Development
• Water Supply and Pressure Management
• Project Development and Monitoring
• Budget Management
• Contract Management of Service Providers
• Asset Management
• Employee Welfare Administration
• Water Supply and Wastewater Fundamentals
• Regulatory and Policy Compliance
• NRW Management/Water Systems Efficiency

WORKPLACE RESOURCES AND ENVIRONMENTEQUIPMENT/SOFTWARE USED

• Personal Protective Equipment (PPE)
• Various laboratory instruments and equipment.
• Office equipment, computers including software, i.e. Microsoft Office

WORKING CONDITIONS and OCCUPATIONAL HAZARDS

• Personal Computer
• Microsoft Office Tools
• Systems, Applications and Products (SAP)
• Workflow Management System (WMS)
• Customer Service Information System (CSIS)
• Bill Recalculation System (BRS)
• Anti-Illegal System (AIS)
• Business Intelligence (BI)
• Info view