Job Description
JOB SUMMARY
The Channel Associate is responsible with the management of existing self-service channels and design and development of new services, including the implementation of projects and initiatives, to improve over-all customer experience in Meralco.
GENERAL RESPONSIBILITIES
Performance and Operations Management
- Drive adoption of self-service channels
- Ensure that existing self-service channels such as Mobile App, Chatbot, IVRS, and Kiosk are working 24/7
- Lead incident handling for immediate issues
- Ensure timely resolution of customer concerns raised via the self-service channels by coordinating with concerned Meralco organizations
- Communicate advisories to internal and external stakeholders
- Manage maintenance and warranty activities with CRS and ICT teams.
- Analyze usage of self-s...