Customer Service Assistant

COUNTRYWIDE WATER SERVICES, INC. (CWS); Philippines; On-site; PHP 360,000 - 504,000; Full time

Job summary

Countrywide Water Services, Inc. seeks a Customer Service Assistant to manage walk‑in complaints, escalate irate cases, and provide VIP/LGU support. You will lead customer-centric programs to ensure a positive experience and help coordinate across commercial and technical operations.

The role involves handling inquiries via various channels, executing information campaigns, and supporting on-site helpdesk initiatives to improve water service communications and efficiency.

Qualifications

• Experience handling customer inquiries and resolving issues to ensure a positive experience.
• Ability to manage irate or escalated customers with professionalism.
• Strong oral and written communication across channels (F2F, calls, email, tickets).

Responsibilities

• Handle walk-in complaints and resolve issues promptly to ensure satisfaction.
• Support on-time resolution of complaints including water service connections and investigations.
• Develop IEC campaigns and participate in community chats to address inquiries.

Skills

Customer inquiries

Complaint handling

Communication skills

Interpersonal skills

Education

4-year degree or higher

Tools

Canva

Job description

FILINVEST COMPANY: Countrywide Water Services Inc.

WORKING SCHEDULE:Monday-Friday (8:00 a.m. - 5:48 p.m.)

JOB SUMMARY:

Responsible for managing and handling and resolving walk‑in complaints, escalated irate complaints from the SD Helpdesk, and providing special attention to VIP and/or LGU cases. Initiate customer‑centric programs aimed at ensuring a positive customer experience.

Duties and Responsibilities

CUSTOMER COMPLAINTS RESOLUTION

Ensure a positive customer experience by handling and resolving walk‑in complaints promptly.

Guarantee on‑time resolution of customer complaints including new water service connection installation and investigation.

Monitor tickets and assist the commercial and technical operations team in resolving complaints on time.

CUSTOMER RELATIONSHIP MANAGEMENT

Develop Information, Education, and Communication (IEC) campaigns on water and wastewater operations and services.

Participate in community group 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.

Technical Competencies and Skills

Demonstrated experience handling customer inquiries, complaints, tickets, callbacks, and account‑related concerns, with the ability to provide end‑to‑end resolution.

Experience managing irate, demanding, or escalated customers while maintaining patience, professionalism, and composure

Experience handling customer concerns through F2F, inbound/outbound calls, email, ticketing systems, callbacks, and online channels.

QUALIFICATIONS:

A graduate of any4-year course

1–2 years of relevant experience preferred; fresh graduates are welcome to apply, provided they demonstrate strong oral and written communication skills.

Basic editing skills using Canva or similar graphic design tools for creating and enhancing infographics, customer advisories, water interruption notices, and other communication materials.

Field Work: Occasional (when necessary, transportation is provided)

Overtime/Weekend Work: Only when necessary; as much as possible, minimized)

The Countrywide Water Services Inc. was incorporated on May 18, 2012, to carry on the general business of operating, maintaining and rehabilitating waterworks, sewerage and sanitation systems and services, specifically, for the distribution, supply and sale of potable water to domestic commercial and industrial users.

CWSI aims to be a leading supplier of bulk water to the various water districts and local government units (LGU). To further strengthen its market presence and increase competitive advantage over existing water industry players, CWSI is also participating in the government's Public Private Partnership (PPP) programs.

What can I earn as a Customer Service Assistant