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-service channels as input to management reports and system and process enhancements
Design and Development
- Provide support in designing customer-centric features and/or solutions to drive usage of self-service channels, considering customer pain points, business opportunities and technology advancement
- Orchestrate cross-functional teams from project initiation to closing to ensure alignment with the self-service management objectives
- Ensure that requirements are harmonized and agreed upon different stakeholders (e.g. segments, process care takers, ICT, Cybersecurity, Data Privacy Office)
- Manage internal and external risks to ensure delivery of scope according to agreed methodology, timeline, and costs
QUALIFICATIONS
- Graduate of a bachelor's degree in Management, IT or its equivalent
- Should have 2 to 4 years of experience as member of a project team implementation on cloud solutions, front-end solution
- Familiarity with UI/UX design principles
- Familiarity with Design Thinking methodology
- Familiarity with Agile Project Management
- Adept with Search Engine Optimization (SEO) and Google Analytics
- Preferably with Digital Marketing experience
- Effective leader and team player, proactive to achieve results, organized and focused, with ability to manage and coordinate multiple tasks and cross-functional teams
- Excellent oral and written communication
- Adept in MS Office 365
