Customer Service Assistant

Responsible for managing and handling the handling and resolution of walkin complaints escalated irate complaints from the SD Helpdesk and providing special attention to VIP and/or LGU cases. Initiate customercentric programs aimed at ensuring a positive customer experience.

CUSTOMER COMPLAINTS RESOLUTION
Ensure a positive customer experience by handling and resolving walkin complaints promptly.
Guarantee ontime 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.

OTHER FUNCTIONS
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.

Remote Work :

No