Customer Service Specialist

Job Description

The Customer Service Specialist is to ensure action of external cases of complaints and internal reports or Field Findings and Miss Codes(FF/MC) requiring maintenance of service installation and request and updates related To Dos and cases in CC&B. Ensures proper coordination between customer service engineers, customers and other parties concerned and also ensures correctness and completeness of data related to customer, account and service installation information. Lastly, responsible to reply, update, provide constructive feedback to customer inquiries & complaints through social medias, other Distribution Units emails & by phone call.

Responsibilities (Roles, Responsibilities, Authorities)

• 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.
  • Checks, routes, or dispatches field orders related to customer complaints and requests and updates results in CC&B cases, To Dos, and/or Field Orders.
  • Monitors customer compliance to Violation of Contract (VOC).
• Data Quality Control:
  • Ensures completeness of customer records from contractors and emergency crews.
  • Controls the filing, storing, and retrieval of customer records.
  • Checks the accuracy of information, data, and documents submitted.
  • Checks and audits the accuracy and promptness of posting of customer and metering information.
  • Checks and activates electric service agreement of accounts applying for electric service before the next reading/billing cycle.
  • Performs proof-listing or exception listing of lack or erroneous data stored in the customer database for recently accomplished cases and job orders.
  • Requests tagging of accounts for last billing to avoid billing errors.
  • Activates/Deactivates Electric Service Agreement of recently accomplished job orders.
  • Develops and establishes data retrieval procedures and Monthly monitoring for DATA CONTROLLER STATISTICS / REPORTS.
• Work Order Progress Update and Customer Communication:
  • Updates customers on the status of Work Order on every event in any system related to customer service.
  • Coordinates with customers on Work Order schedules.
  • Provides WO and Line services performance report.
  • Updates customers for all paid applications.
  • Responds to customer complaints and queries within the day through social media or by phone.
  • Sends letters to customers requiring their attention related to service installation or account (e.g., Traversed service drop).
• Operations and Support:
  • Coordinates with other departments, specially SOD (System Operations Department).
  • Backs up as CSR when volume of walk-in customers increases.
  • Assigns Cut-At-Post installation for meter removal.
• Administrative and Other Functions:
  • Acts as petty-cash custodian.
  • Acts as process documenter and ensures the process documentation is always updated.
  • Recommends contractor penalties related to errors in data and process.
  • Acts as back-up budgeter.
  • Creates Purchase Orders for office supplies and forms.
  • Participates actively in SE activities.
  • Ensures compliance and adherence to the Safety, Health and Environment Manual, IMS Manual, and other guidelines and policies related to EHS.
  • Ensures compliance and adherence to ISO IMS, AMS, and other implemented management systems.
  • Ensures one's personal goals and development plans are aligned with the organization's objectives and attained in the best means possible.
  • Monitors and recommends requirements on materials and equipment to perform one's role and responsibility.
  • Facilitates necessary administrative tasks for regular company procedures such as but not limited to requests for payments, purchase orders, and liquidations.
  • Readily assumes tasks requiring immediate or urgent attention that may be reasonably assigned by the Team Leader.

Qualifications (Education and Competencies)

• Education: College Graduate of any course.
• Experience: 1 year.
• Competencies (Knowledge-Experience-Capabilities):
  • Business Process and Tools (CRSD) (Level 3): Possesses the ability to identify the current state of processes for improvement and use of office technology. Knows the entire process of the retail services function: (1) Frontline service, (2) Metering, (3) Line Services and (4) CRM. Identifies process improvement and knows how to use office technology (CC&B, MDM, Agila, Google and other systems). Can identify and use needed systems (CC&B, WAM, Agila, various Google Apps and Social Media applications) on different stages or steps of a process.
  • Customer Service (Level 3): Able to develop and maintain strong relationships with internal/external customers by listening to the customer and understanding and responding to identified needs. Involves getting customer requirements on application, complaints and request and pay plan, and giving customer feedback on application and request status and coordinating with customers on schedules of related activity. Directs process improvements on operations to enhance performance, increase customer satisfaction and lower cost of service delivery. Able to communicate with customers face-to-face, over social media or phone, handle difficult customers, provide exceptional customer care, and provide customer service using Social Media.
  • Case Management (Level 3): Able to manage the department's cases according to set Service Level. Knows the different case types and the steps needed for each resolution. Ensures that customer complaints and requests are attended to, acted upon and forwarded to appropriate department/section if needed. Uses an appropriate system to ensure proper handling and efficient resolution of cases.
  • Social Media And Correspondence Management (Level 4): Possesses knowledge on social media application and social media codes of ethics and standards. Able to respond social media inquiries properly and recommend solutions for 100% customer satisfaction.
  • Information/Records Administration (Level 3): Has knowledge in the confidentiality and non-disclosure of disseminated information. Has knowledge on handling customer records and documents from storage to retrieval and the limits of information available for specific purposes. Ensures reliability and accuracy of information. Can store and retrieve customer records and related documents efficiently and manage the resources needed to do so.
  • Basic Awareness on Safety and Health (Level 2): Possesses knowledge on IMS requirements, 1AP guidelines and applicable laws on occupational health, and safety. Able to practice, implement and report deviations related to IMS requirements, 1AP guidelines and applicable laws.
  • Basic Awareness on Environmental Management (Level 2): Possesses knowledge on IMS requirements, 1AP guidelines and applicable laws on environment as well as solid waste management.
  • Hazardous Chemical/Materials Handling (Level 1): Possesses knowledge on proper use, management and disposal in accordance to IMS procedure and legal requirements. Able to implement and handle hazardous chemicals and materials in a safe and proper manner.
  • Electrical Safety (Level 1): Possesses knowledge on basic electrical safety in the workplace in accordance to IMS procedure. Able to work safely in a workplace with electricity.
  • Basic Awareness on Asset Management System (AMS): Possesses knowledge on Asset Management System requirements including understanding on basic finance in support of AMS.