Channel Associate (Self Service Management)

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-service channels as input to management reports and system and process enhancements

Design and Devel...