Contact Center Specialist

AboitizPower; Panabo; On-site; PHP 240,000 - 360,000; Full time

Job summary

Davao Light and Power Co., Inc. in Tagum City, Philippines, seeks a Contact Center Specialist to manage 24/7 contact center operations across telephony, website and social media.

The role collaborates with North Davao Customer Services to deliver reliable service and positive customer outcomes. Ideal candidates have at least 2 years in customer service, a business-related degree, and strong knowledge of contact center tools.

Qualifications

• College graduate of any business related course.
• At least 2 years of professional experience in Customer Service.
• Experience in managing contact center operations and 24/7 channel reliability.

Responsibilities

• Manage and monitor overall contact center operations across telephony, website, and social media.
• Coordinate with IT, System Analysts, and service providers to ensure tools and channels run optimally.
• Track and resolve customer cases, transfer information, and measure customer satisfaction.
• Generate and analyze performance reports and KPIs.
• Formulate corrective actions for non-conformity and ensure ISO IMS compliance.

Skills

Customer Service

24/7 channel reliability

Contractors Management

ISO IMS / AMS knowledge

CRSD processes

Education

Business-related degree

Tools

CC&B

MDM

Agila

WAM

Social media tools

Job description

Job ID: 4400

Location: Panabo

Company: Davao Light and Power Co., Inc.

Department: DLPC North Davao Customer Services Department

Employment Type: Probationary

Work Arrangement: On-Site

Contact Center Specialist

Location: Tagum City, Philippines

Job Level: Staff

Business Unit: Davao Light and Power Co., Inc.

Power your future with AboitizPower.

As Contact Center Specialist, you will manage the overall contact center operations across telephony, website, and social media platforms to ensure 24/7 channel reliability and contribute directly to transforming energy for a better world. You will work closely with the North Davao Customer Services Department to deliver results, create positive community impact, and develop your skills in a supportive, purpose-driven environment.

In This Role, Your Responsibilities Will Be

• Manage and monitor overall contact center operations, ensuring 24/7 channel reliability and adequate manpower across telephony, website, and social media platforms.
• Coordinate with IT, System Analysts, and service providers to ensure essential system tools, technical support, and communication channels are running optimally.
• Track and resolve customer cases, overseeing the transfer of information internally and externally while measuring customer satisfaction.
• Generate and analyze performance reports, including daily dashboards, monthly key performance indicators (KPIs), customer satisfaction surveys, and service provider ratings.
• Formulate corrective actions for non-conformity reports and ensure compliance with ISO IMS, AMS, and other implemented management systems.

To Succeed In This Role, We Need Someone Who

• Demonstrates proficiency in Business Process and Tools (CRSD), utilizing systems like CC&B, MDM, Agila, WAM, and social media tools (Level 3).
• Possesses advanced capability in Customer Service, handling difficult situations and directing process improvements to enhance satisfaction (Level 4).
• Has expert knowledge in Customer Retail Services Operations Management, directing revenue management processes (meter-to-cash) in accordance with guidelines (Level 4).
• Exhibits strong competency in Contractors Management, monitoring service providers for SLA adherence, quality, and timeliness (Level 4).
• Demonstrates solid understanding of Distribution Utility's Metering and Construction Standards to protect company safety and asset accountability (Level 3).

What You Will Need

Education & Experience:

• College Graduate of any business related course.
• At least 2 years of professional experience in Customer Service.

Technical / Functional Skills

• Basic Awareness on Safety and Health (Level 2).
• Basic Awareness on Environmental Management (Level 2).
• Hazardous Chemical/ Materials Handling (Level 1).
• Electrical Safety (Level 1).
• Basic Awareness on Asset Management System (AMS) (Level 1).

Our Culture & Commitment to You: Powering Your Future

At AboitizPower, We Honor You Not Just As a Professional, But As a Person. Our Promise Is To Provide a Workplace Where You Can Thrive Through

• Powered by People: We value your unique identity and ensure you feel supported, trusted, and empowered.
• Own Your Growth: Learn, grow, and advance through mentorship, leadership opportunities, and meaningful learning experiences.
• Why We Work: Purpose is part of every job here. Your efforts directly contribute to community upliftment, sustainability, and shaping the future of energy.
• Empowering Culture: Bring your full self to a workplace grounded in belonging and collaboration.
• Recognition that Matters: We celebrate both visible milestones and steady efforts, honoring the dedication you bring to our mission.

About Us

AboitizPower is the holding company for the Aboitiz Group's investments in power generation, distribution, and retail electricity services. We are among the largest power producers in the Philippines, with a balanced portfolio of assets located across the country. We are also a major producer of renewable energy, with several hydroelectric, geothermal, and solar power generation facilities.

Together, let's power your future.