CXRO Specialist
Reporting to : Head, Relationship Management
Unit :
Section : Relationship Management
Department : Key Accounts Relations
Division : Customer Experience and Retail Operations
MAJOR RESPONSIBILITIES
1. Conducts analysis and investigation of accounts with abrupt increase/decrease in consumption
2. Ensures that billed services, revenue, collection (current and arrears), new water service connections, and billed volume targets of the section are met
3. Ensures attainment of collection efficiency and reduction of accounts receivables (ARs) of Key Accounts through timely delivery of statements of account (SOA), monitoring and reconciliation of ARs, management of accounts subject to disconnection/reconnection, and monitoring of payments of accounts
4. Ensures posting of payment adjustments and dishonored checks, which include monitoring of collection remittance in comparison to bank deposit, bill payments, Automatic Debit Arrangement (ADA) accounts
5. Ensures updating/ closing of issues/cases in the system (e.g. WMS)
6. Handles all key account water service applications, customer inquiries/complaints/concerns/requests, and escalations within SLAs.
7. Monitors and ensures that the first bill of new water service connections/ reactivated accounts/ regularized accounts is generated properly
8. Prepares and ensures issuance/ delivery of written correspondences to customers
9. Participates in the planning, design, and review of process improvement with an end-view of implementation and monitoring, and to maximize profits at the least cost
10. Reviews all proposed account corrections/updates and ensures that these are rectified in the Systems Applications and Products (SAP)
11. Reviews daily comparative reports, weekly and monthly accomplishment reports (i.e. average billing, customer mix, etc.), collection, and other reports
12. Remits collected Check payments to banks and ensure posting of payment in SAP
QUALIFICATIONS AND COMPETENCY REQUIREMENTS
MINIMUM EDUCATION AND PROFESSIonAL LICENSES
Graduate of four (4) year course
Preferably with a degree in Engineering or any business or financial management-related course
WORK EXPERIENCE
Preferably with relevant work experience
KNOWLEDGE, SKILLS, and ABILITIES
Computer skills (MS Office) Business writing skills
With good written and verbal communication skills
Excellent written and verbal communication skills
Highly technical in thought process
Excellent presentation skills
With leadership skills, high problem solving and analytical thinking skills
PERSonAL ATTRIBUTES/ATTITUDES
High customer service orientation
Must be able to work in a highly demanding and pressured work environment
Keen to details, excellent organizational skills, and discretion with confidential information
Must be results-driven and proactive
OTHER REQUIREMENTS
With Professional Driver’s License (Manual Transmission)