Customer Services Assistant

Countrywide Water Services, Inc.; Manila; On-site; PHP 300,000 - 420,000; Full time

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.

Skills

Communication skills

MS Office

IFCA

Oracle

SAP

SAPPHIRE

Team player

Adaptability

Education

BS Management / Office Admin

Tools

MS Office

IFCA

Oracle

SAP

SAPPHIRE

Job description

Responsible for managing and handling the handling and resolution of 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

CUSTOMERCOMPLAINTS RESOLUTION

• Ensure a positive customer experience by handling and resolving walk-incomplaints promptly.
• Guarantee on-time resolution of customer complaints including new waterservice connection installation and investigation.
• Monitor tickets and assist the commercial and technical operations teamin resolving complaints on time.

CUSTOMERRELATIONSHIP MANAGEMENT

• Develop Information, Education, andCommunication (IEC) campaigns on water and wastewater operations and services.
• Participate in community group chats todisseminate IEC campaigns and gather inquiries or complaints for resolution.
• Implement an onsite helpdesk program, includingsite visits within the year for each project.

OTHERFUNCTIONS

• Escalate issues related to Sapphire Ticketingor SD Helpdesk to commercial or technical operations.
• Conduct random audits of customer handling ofcommercial and technical teams.
• Establish a monitoring system for customercomplaints and turnaround time resolution
• Attend and/or conduct customer training to enhancecustomer centricity.

Perform other assignedfunctions as needed.

Technical Competencies and Skills

Able to give good communication skills both oral and written., Word processing using MS Office / Request for payment using IFCA/Oracle Program / Purchase Requisition thru SAP Program / Job Orders thru SAPPHIRE Program, Adaptability/Flexibility/Prioritizing/Positive Attitude/Team player

Education, Trainings and Licenses Required

• Must have a Bachelor's/College Degree 4-year Course - BS Management, Office Administration