Project Staff - Customer Retail Services Department

Job Description:
 
The Project Staff is responsible to ensure compliance of the service provider related to the processing of electrical service applications and customers’ requests, queries and complaints and payment requirements in accordance with the company’s policies and performance parameters. Also includes other services such as settlement negotiations and document management.
 
Job Responsibilities:
 

• SERVICE APPLICATIONS AND SERVICE RELATED REQUESTS
• Ensure the implementation of documents management submitted by service center and field reports.
• Monitor the filing and retrieval of documents in the proper place.
• Ensure the compliance of the standard operating procedure done by the service provider and including by sending letters of non compliance to service level agreements.
• Monitors customer compliance to VOC or Violation or Contract
• Recommends contractor penalties rated to errors in data and process

2. HANDLING OF QUERIES, ISSUES

• Prepares Field Orders for customers with complaints on high or low meter reading/consumption, stolen meter, pilferage, meter or wiring problems. Relays the FWOs to the field inspectors for inspection and appropriate action.
• Facilitates resolution of customers’ requests for relocation of meter, re-routing of S/W, tree trimming, meter testing, load testing.
• Monitors resolution of referred requests and complaints until ‘closure’.

3. OTHER FUNCTIONS

• Participate actively in SE activities.
• Readily assumes tasks requiring immediate or urgent attention that may be reasonably assigned by the Team Leader.
• Ensures compliance and adherence to ISO IMS, AMS and other implemented management system

 
Job Qualifications:
 

• College Graduate of any business course
• Preferably knowledgeable in CRM Process, CCB, MDM and Zendesk System
• Knowledgeable in Google Applications