Customer Experience & Complaints Resolution Specialist

Countrywide Water Services, Inc.

Manila

On-site

PHP 300,000 - 420,000

Full time

12 days ago

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Job summary

Countrywide Water Services, Inc. is seeking a customer complaints resolution specialist to manage walk-in complaints, escalate irate cases from the SD Helpdesk, and deliver VIP/LGU case handling for a positive customer experience.

You will coordinate with commercial and technical operations, develop IEC campaigns on water services, participate in community chats, and establish an onsite helpdesk program with site visits within the year. The role requires strong communication and ERP proficiency.

Qualifications

Bachelor's/College Degree - BS Management or Office Administration.
Excellent written and spoken communication.
Proficient in MS Office and SAP/Sapphire/Oracle systems.
Ability to manage customer complaints and coordinate with teams.

Responsibilities

Handle walk-in complaints and resolve escalated irate complaints from SD Helpdesk.
Ensure on-time resolution of customer complaints including new water service connection installation and investigation.
Monitor tickets and assist commercial and technical operations teams in resolving complaints on time.
Develop IEC campaigns on water and wastewater operations and services.
Participate in community 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.
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.