Customer Affairs Officer - VISMIN RES

The Customer Affairs Officer - VISMIN steers activities relating to marketing, accounts management, and customer relations & services to drive business growth and to continuously expand market shares. The role typically must combine technical and commercial knowledge in the power industry with strong marketing, customer engagement, and developmental skills. It shall cover the wholesale, retail, WESM proceeds, and capacity/reserve markets, including generator-generator contracting in the future, other market trends (electricity derivatives).

Key Results Areas (KRAs)

• Accounts Management (new and existing)
• Contracts Monitoring
• Customer relations and services
• Marketing of products/services
• Portfolio Management (for Bulk contracts and RCOA Sales)
• Technical provisions
• After-contract execution services
  
  

Specific Duties & Responsibilities

Accounts Management

• Manage bilateral supply/capacity contracts with Distribution utilities, consortia/aggregators/suppliers, and System Operation/Transmission Network Provider.
• Conduct competitors benchmarking on accounts management and customer relations management and enhance for feasible implementation.
  
  

Contracts Monitoring

• Monitor pre-conditions of contract effectivity and approval processes.
  
  

Customer Relations and Services

• Develop initiatives related to customer relations and services.
• Oversee implementation of customer relation projects.
• Participate in industry-related fora and public consultations organized by policymakers, regulators, Market Operator, and System Operator/Transmission Service Provider.
  
  

Marketing of Products/Services

• Assist in the conduct of marketing push/clients calls related to:Electric Power Purchase Agreement, Ancillary Service Procurement Agreement, Replacement Power Contract, and Other alternative contracts such as Contract for Differences
• Assist in the conduct of marketing of products/services (baseload, mid-merit, peak, and capacity) to generators, aggregators/suppliers.
• Assist on the study of viability to participate in bidding calls.
• Assist in the preparation of bid offer and proposals.
• Assist on the development and implementation of Marketing Plans.
  
  

Portfolio Management (for Bulk contracts and RCOA Sales)

• Assist in handling contract negotiation, perfection, and regulatory approval processes.
• Assistance in the implementation of ER 1-94 projects.
• Conduct needs assessment study of host DUs and communities and assist External Affairs during implementation and result-monitoring.
  
  

Technical Provisions

• Assist on the conduct of market research by identification of customer’s requirements (e.g., future demand, capital forming projects, challenges in its system), current settings (suppliers, demand, etc.), and initiatives (e.g., implementation of Renewable Portfolio Standards) relevant to Commercial, Sales, and Business Development.
  
  

After-Contract Execution Services

• Assist on handling customers and billing disputes and resolution.
• After-sale services.
• Perform other tasks deemed necessary by the Marketing, Accounts, and Customer Relations Management Head/Commercial Operations Site Head.
  
  

Position Requirements (Basic Qualifications)

• Bachelor/College degree in business, economics, marketing, social sciences, and communication courses.
• At least 4-year related experience.
• Basic understanding of power industry structure and dynamics.
• Basic understanding of energy regulation and electricity pricing.
• Strong organizational and interpersonal skills.
• Excellent written and oral communication skills.
• Proficient in Microsoft Office such as Outlook, Word, Excel, and PowerPoint.
• Flexible and able to work in a dynamic, fluid environment.
• Ability to work independently and be self-motivated.
• Ability to prioritize time well to deliver consistently against stated objectives.
• Good attention to contractual details.
• Based in Ortigas but must be willing to travel to Visayas and Mindanao area