Complaints Resolution Officer

Manila Water Company, Inc.; Taguig; On-site; PHP 279,000 - 469,000; Full time

Job summary

Manila Water Company, Inc. is seeking a skilled professional to handle customer service, field investigations, and SLA-driven solutions. You will document findings, coordinate with internal teams, and contribute to programs aimed at elevating service quality.

The role requires a Bachelor's in Business/Management, 2 years in customer service, 1 year in Territory Management, strong communication, and MS Office proficiency, plus a valid driver's license.

Qualifications

• Bachelor's degree in Business/Management or equivalent.
• 2 years experience in Customer Service, Complaints Handling, and Customer Relations.
• At least 1 year of Territory Management experience.
• Excellent verbal, written and interpersonal communication skills.
• Proficiency in MS Office applications.
• Valid driver's license.

Responsibilities

• Validates customer concerns through field investigation and documents findings in CRM.
• Provides immediate solutions within SLA based on approved guidelines and policies.
• Addresses customer concerns within SLA to prevent recurrence.
• Delivers excellent customer experience through strong service skills in every interaction.
• Recommends and implements programs to improve service quality and performance.
• Handles and resolves anti-water pilferage cases under RA 801 provisions.
• Attests to field findings and provides data for RO and legal case resolutions.
• Adheres to best negotiation practices with customers and stakeholders for compliance and satisfaction.
• Stays updated on policies, regulations, and organizational changes for decision making.
• Collects under-collection charges from AWP cases through negotiation and document prep.
• Validates inactive accounts with arrears and negotiates penalties as needed.

Skills

Verbal communication

Written communication

Interpersonal skills

MS Office proficiency

Driving

Education

Bachelor's Degree in Business/Management

Tools

MS Office

Job description

Responsibilities

• Validates customer concerns through field investigation, and documents findings through CRM.

• Provides immediate solutions to customer concerns within SLA based on approved guidelines and policies.

• Acknowledges and addresses customer concerns within the set SLA, to prevent reoccurrence

• Provides best possible customer experience, through excellent customer service skills in every interaction.

• Recommends and implements programs to improve the customer service quality and performance.

• Handles and resolves anti-water pilferage cases based on the provisions set in RA 801 National Water Crisis Act.

• Attests to field finding investigation results and provides relevant data and information, for the resolution of RO and legal cases relative to customer issues.

• Adheres to best negotiation practices with customers and internal stakeholders, that will result to desired agreement and customer satisfaction, business advancement, and regulatory compliance.

• Stays adept and updated with knowledge on business policies, regulations and related laws, as well as changes in the organization - for informed decision-making on various customer issues, accurate input on process improvements and apt recommendation on policy enhancements.

• Collects under-collection charges of AWP cases through negotiation and preparation of documents.

• Validates inactive accounts with arrears through field investigation, and negotiates payment of penalty as needed.

Qualifications

• Must be a Bachelor's Degree holder in Business/Management, or its equivalent

• Must have 2 years working experience in Customer Service, Complaints Handling, and Customer Relations

• Must have at least 1 year of work experience in Territory Management

• Must have excellent verbal, written and interpersonal communication skills

• Must be proficient in MS Office Applications

• Must have knowledge in Driving, with a valid Driver's License