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EMAIL CATEGORY / CUSTOMER CONCERN REFER/FORWARD TO INSTRUCTIONS DAR STATUS UPDA

EMAIL CATEGORY / CUSTOMER CONCERN REFER/FORWARD TO INSTRUCTIONS DAR STATUS UPDATE Service Application (SA) Business/Commercial referred to CRS SME Irate/Can't Accept Explanation referred to CRS SME Identified employee referred to CRS SME ATM/MRN and Payment Related Concerns (APA/ADA) ATM/MRN provided Bill Duplicate /SOA For Meralco Online App/Papreless Billing N/A Acknowledge the email referred to CRS SME With Existing Email Exchange with Customer Care N/A Outage N/A No need to reply to or forward the email Leaning Pole/ Streetlights Concerns N/A Acknowledge the email Illegal Service Connection Reports Refer to guide above North CRS SMEs Carmina Glorioso Joan Agosila 1. Reply to customer with Acknowledge template. Advise that a representative from concerned office will be reaching out to him/her soon. 2. Forward email to assigned CRS SME Indicate SIN, Customer Type (Residential), Address, both in the email to CRS SME and in the DAR. (If address is not available, request for location details from SPOC using SIN or Account No.) Acknowledged email - referred to CRS SME Central CRS SMEs Aileen Reyes Suzette Tuvilla South CRS SMEs Luisito Roque Esther Ruth Bacungan CBG (Big Customers) Regine C. Pamintuan Marissa Carla Lagurs 1. Reply to customer, acknowledge email and advise that a representative from the concerned office will be reaching out to him/her soon. 2. Forward email to assigned CRS SME Indicate SIN, Customer Type (Commercial), Address, both in the email to CRS SME and in the DAR. (If address is not available, request for location details from SPOC using SIN or Account No.) BIZ (Other Commercial Customers) Robert M. Nery Joseph A. Casanova Refer to assigned CRS SME above depending on customer address indicated 1. No need to reply again to customer 2. Forward email to assigned CRS SME Indicate SIN, Customer Type (Commercial), Address, both in the email to CRS SME and in the DAR. (If address is not available, request for location details from SPOC using SIN or Account No.) With existing email exchange identifying a particular BC Representative 1. No need to reply to customer, forward email to identified Customer Care Rep and cc BC Head Commercial Operations Perla Evangelista Adrian Nasser 1. Using the SIN Inquiry Tool, check if Customer has any outstanding balance, if there is none, reply to customer using "Posted Payment" template. 2. If with outstanding balance, Forward email to assigned CRS SME; no need to send a copy to CRS SPOC 3. Receive the ATM/MRN, reply to customer callcenter.billing.assistance@meralco.com.ph 1. Acknowledge email. 2. Endorse the case to CRS SME Email: callcenter.billing.assistance@meralco.com. ph cc: Nino Lazaro No need to reply to customer or forward to anyone no need to reply- duplicate email /SPAM no need to reply-Referred to Call Center no need to reply-Referred to Call Center Networks ISC SMEs North Area: Excel James Espinueva Central Area: Frederico Naniong South Area: Jone Espulgar Endorse the case/forward the email to Networks SMEs; no need to send a copy to the CRS SPOC no need to reply - referred to Networks for ISC High Profile (with cc'd government officials, Malacanang, Senators) Follow applicable guide depending on Customer Concern Usual handling but reply to SENDER ONLY, NO NEED TO REPLY ALL uploads/Geographie/ referrral-guide-updated.pdf