Customer Service Specialist

Aboitiz Power Corporation (Power); Philippines; On-site; PHP 201,000 - 290,000; Full time

Job summary

AboitizPower is seeking a Customer Service Specialist in Davao City to manage external complaints and internal reports, ensuring accurate customer and service data across CC&B systems. You will coordinate with service engineers, handle inquiries via social media, email, and phone, and help drive service quality and community impact.

The role emphasizes data integrity, rapid response to inquiries, and collaboration with multiple departments to improve customer experience and operational

Qualifications

• College graduate with 1 year of relevant experience.
• Familiarity with CC&B, MDM, Agila, WAM, Google Apps and social media applications.

Responsibilities

• Analyze, segregate, and coordinate Field Findings and Miss Codes (FF/MC) reports.
• Verify/correct data in the database.
• Create cases and dispatch work orders for installation maintenance.
• Update CC&B cases, To Dos, and Field Orders.
• Monitor compliance to Violation of Contract (VOC).
• Ensure completeness and accuracy of customer records.

Skills

Case Management

Customer Service

Social Media

Records Administration

Data Quality

CC&B

MDM

Agila

WAM

Google Apps

Social Media Apps

Education

College Graduate

Tools

CC&B

MDM

Agila

WAM

Google Apps

Social Media

Job description

Customer Service Specialist

Location: Davao City, Philippines

Job Level: Entry Level

Business Unit: Davao Light and Power Company

Power your future with AboitizPower.

As Customer Service Specialist, you will be responsible for ensuring action of external cases of complaints and internal reports or Field Findings and Miss Codes (FF/MC) requiring maintenance of service installation, requesting and updating related To Dos and cases in CC&B, ensuring proper coordination between customer service engineers, customers, and other parties concerned, ensuring correctness and completeness of data related to customer, account, and service installation information, and replying, updating, and providing constructive feedback to customer inquiries & complaints through social media, other Distribution Units emails, & by phone call... and contribute directly to transforming energy for a better world. You will work closely with the team to deliver results, create positive community impact, and develop your skills in a supportive, purpose-driven environment.

In This Role, Your Responsibilities Will Be:

• Internal Requests and Complaint Management:

  • Analyze, segregate, and coordinate Field Findings and Miss Codes (FF/MC) reports based on priority (Revenue-Loss, Revenue-Delay, Revenue-No Effect) for correction and information.
  • Verify and/or correct erroneous information in the database based on internal or external reports.
  • Create cases and dispatch job orders for installation maintenance and update results in CC&B cases and To Dos.
  • Check, route, or dispatch field orders related to customer complaints and requests and update results in CC&B cases, To Dos, and/or Field Orders.
  • Monitor customer compliance to Violation of Contract (VOC).

• Data Quality Control:

  • Ensure completeness of customer records from contractors and emergency crews.
  • Control the filing, storing, and retrieval of customer records.
  • Check the accuracy of information, data, and documents submitted.
  • Check and audit the accuracy and promptness of posting of customer and metering information.
  • Check and activate electric service agreement of accounts applying for electric service before the next reading/billing cycle.
  • Perform proof-listing or exception listing of lack or erroneous data stored in the customer database for recently accomplished cases and job orders.
  • Request tagging of accounts for last billing to avoid billing errors.
  • Activate/Deactivate Electric Service Agreement of recently accomplished job orders.
  • Develop and establish data retrieval procedures and monthly monitoring for DATA CONTROLLER STATISTICS / REPORTS.

• Work Order Progress Update and Customer Communication:

  • Update customers on the status of Work Order on every event in any system related to customer service.
  • Coordinate with customers on Work Order schedules.
  • Provide WO and Line services performance report.
  • Update customers for all paid applications.
  • Respond to customer complaints and queries within the day through social media or by phone.
  • Send letters to customers requiring their attention related to service installation or account (e.g., Traversed service drop).

• Operations and Support:

  • Coordinate with other departments, specially SOD (System Operations Department).
  • Back up as CSR when volume of walk‑in customers increases.
  • Assign Cut‑At‑Post installation for meter removal.

• Administrative and Other Functions:

  • Act as petty-cash custodian and back‑up budgeter.
  • Act as process documenter and ensure the process documentation is always updated.
  • Recommend contractor penalties related to errors in data and process.
  • Create Purchase Orders for office supplies and forms, and facilitate necessary administrative tasks for regular company procedures such as requests for payments, purchase orders, and liquidations.
  • Participate actively in SE activities.
  • Ensure compliance and adherence to the Safety, Health and Environment Manual, IMS Manual, ISO IMS, AMS, and other implemented management systems, guidelines, and EHS policies.
  • Ensure one's personal goals and development plans are aligned with the organization's objectives and attained in the best means possible.
  • Monitor and recommend requirements on materials and equipment to perform one's role and responsibility.
  • Readily assume tasks requiring immediate or urgent attention that may be reasonably assigned by the Team Leader.

To Succeed in this Role, we need someone who:

• Demonstrates strong capability in case management, records administration, and end‑to‑end customer service across multiple communication channels (face‑to‑face, social media, email, and phone).
• Maintains an uncompromising commitment to safety protocols, ensuring all tasks are performed with a "zero-harm" mindset for themselves and the community
• Ensures all customer accounts, service agreements, data controller statistics, and technical reports are completed with high accuracy and in full compliance with company standards and IMS guidelines.

What You Will Need:

• Education & Experience:
  • College Graduate of any course.
  • Minimum 1 year of relevant experience.
• Technical / Functional Skills & Competencies:
  • Business Process and Tools (CRSD) (Level 3): Ability to identify the current state of processes for improvement and use office technology; knowledge of the retail services function (Frontline service, Metering, Line Services, CRM); proficiency in CC&B, MDM, Agila, WAM, Google Apps, and Social Media applications.
  • Customer Service (Level 3): Ability to build and maintain relationships with internal/external customers, understand needs, handle inquiries/complaints/pay plans, handle difficult customers, and deliver exceptional care face‑to‑face, over phone, or via social media.
  • Case Management (Level 3): Ability to manage cases according to Service Level agreements, understand case types/resolution steps, and utilize appropriate systems to ensure efficient resolution.
  • Social Media and Correspondence Management (Level 4): In‑depth knowledge of social media applications, ethics, and standards, with the ability to respond effectively to customer inquiries.
  • Information/Records Administration (Level 3): Sound knowledge of confidentiality, non‑disclosure, secure record storage, and efficient data retrieval procedures.

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.

AboitizPower is an equal opportunity employer. We believe that a diverse and inclusive workforce is crucial to our purpose of driving change for a better world. We consider and encourage all applicants without discriminating against age, sexual orientation and/or gender identity, disability, political opinion, religion, nationality, marital or parental status (including pregnancy), ethnicity or other status protected by law. Our equal opportunity and non‑discrimination policies apply in all aspects of employment, including recruitment, hiring, regularization, promotions, transfers, discipline, termination, benefits and training.

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.