Customer Service Assistant

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.

CUSTOMER COMPLAINTS RESOLUTION

• Ensure a positive customer experience by handling and resolving walk-in complaints promptly.
• Guarantee on-time 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.