Promote Iligan

DUTIES AND RESPONSIBILITIES:

1. Customer Interaction:

1.1. Respond promptly and courteously to all customer inquiries.

1.2. Facilitate customer requests and endorse to immediate head for evaluation and subsequent endorsement for management approval, if needed.

1.3. Ensure customer requests are addressed promptly.

1.4. Conduct regular “Customer Calls and Visits” with customers to increase company visibility.

1.5. Provide accurate information about new services, loyalty programs, policies and procedures.

2. Customer Database:

2.1. Maintain records of contracts (i.e. Power Supply Agreements and Retail Supply Contracts) with our customers, both in hard and soft copies.

2.2. Keep an updated Customer Profile (Bilateral and Retail) database that will include names, contact details and other relevant information of board officials, executive officers and key management personnel.

3. Retail Accounts:

3.1. Prepare an updated checklist of all requirements during conduct of retail customer switching.

3.2. Closely coordinate with partner retail accounts, as well as its host distribution utility in relation to the customer switch activities.

3.3. Coordinate with APSC’s market compliance team in the registration of the retail customer with IEMOP.

4. Issue Resolution:

4.1. Ensure that all customer complaints are resolved in a professional and empathetic manner

4.2. Escalate complex issues to immediate head, when necessary.

4.3. Collaborate with concerned operating units and ensure that issues will be attended promptly.

5. Customer Satisfaction:

5.1. Build strong relationships with customers to enhance loyalty and retention.

5.2. Draft and endorse Customer Retention Programs (CRP) for approval with the immediate head.

5.3. Frontline in the implementation of Customer Retention Programs.

5.4. Conduct follow-ups to ensure issues are resolved to the customer’s satisfaction.

5.5. Responsible for preparing and conducting Customer Satisfaction Surveys.

6. Documentation and Reporting:

6.1. Maintain detailed records of customer interactions, customer requests, complaints and issues.

6.2. Prepare and submit regular monthly reports on customer feedback, complaints, requests and corresponding costs implications, if any.

7. Process Improvement:

7.1. Recommend process improvement initiatives related to customer relations.

7.2. Collaborate with internal teams to develop/improve and implement customer-focused solutions.

8. Other Tasks:

8.1. Actively participate in the preparation and conduct of Customer Forums and Annual Customer Appreciation Night.