Key Responsibilities
1. Customer Service & Relationship Management
 Interact with enterprise, SME, and residential customers via phone and email to resolve
service and billing queries, ensuring successful closure.
 Escalate unresolved issues to supervisors or senior management in a timely manner.
 Communicate effectively with Account Managers/Sales Representatives regarding issue
status and resolution.
 Visit customers with Account Managers/Sales Representatives to strengthen relationships
and enhance CWB Enterprise’s customer care credibility.
 Enrol enterprise customers in VIP programs in collaboration with Flow.
 Support incoming customer queries via phone and email, aiming to resolve all matters
within SLA timelines.
 Monitor incoming Sales Leads via email and forward to Sales Management within 24 hours.
2. Order & Service Request Management
 Track and update the status of customer orders across departments, ensuring timely
delivery and communication with stakeholders.
 Create work orders for HFC orders and site surveys for enterprise customers.
 Generate and manage Service Requests for installations, upgrades, downgrades, relocations,
and disconnections.
 Liaise with service departments and monitor Implementation and Notification Reports to
inform clients of RFS (Ready for Service) completion.
 Ensure disconnection/reconnection processes are followed, including timely delivery of
penalty letters and billing of termination fees.
 Follow Clean Order and SOX guidelines in processing service orders, customer acceptance,
and disconnection forms.
3. Query & Concern Resolution
 Respond to and resolve customer queries related to orders, billing, costing, and service
requests by coordinating with relevant departments.
 Provide regular follow-up with requestors and stakeholders until closure.
 Process corrective Journal Vouchers (JVs) with proper documentation and approvals.
 Address customer dissatisfaction across all CWB Enterprise services, escalating as needed
and documenting concerns and resolutions in Columbus systems.
 Occasionally work outside normal business hours to ensure issue resolution.
4. Revenue & Financial Administration
 Support Account Managers and Management in AR research, invoice accuracy, and
collections.
 Retrieve invoice copies, attend AR meetings, and liaise between clients and Finance.
 Create and submit JV data for billing and AR adjustments.
 Send manual invoice data to Finance for accounts requiring manual invoicing.
 Request costing from Planning and monitor responses to ensure timely receipt.
 Perform billing for services based on signed agreements and authorized requests.
 Ensure billing adjustments are approved and completed promptly.
 Monitor and resolve VOI report issues weekly.
5. Salesforce & Documentation Management
 Update Salesforce with billing data, customer information, and service request statuses as
directed by Management.
 Perform timely updates and changes in Salesforce as requested.
 Ensure all sales documentation (SOFs, Master Services Agreements) is properly filed in
Salesforce and hardcopy.
 Maintain and update databases, files, and collaboration spaces for sales-related documents.
 Provide documentation when requested by Management, Finance, or Audit.
6. Internal & External Communication
 Respond to requests in the Enterprise Sales Administrators email group:
o Acknowledge critical requests within 30 minutes and others within 2 hours.
o Aim for resolution within 24 hours.
 Liaise with internal departments and suppliers (Tech Ops, Dispatch, Call Centre, etc.) to
execute tasks and resolve operational issues.
 Act as an escalation point for administrative and operational concerns to ensure client
satisfaction.
 Serve as a liaison for the SME Sales Department and other internal teams to resolve day-to
day matters.
7. Administrative & Managerial Support
 Provide administrative support for commercial transactions and Enterprise Sales matters,
including regular reporting.
 Assist Directors/Managers with letters, special projects, and operational documentation.
 Schedule and coordinate meetings, appointments, events, and meeting rooms as directed by
Management.
 Help maintain records and reports.
 Establish, maintain, and update files and databases on common drives and collaboration
platforms.