Customer Service Officer - 9 Positions at Tavevo Water and Sewerage Company Limited

Ref: TVO/04/2023/006

GENERAL PURPOSE

To ensure prompt, fair and satisfactory customer service to the clients of the company

DUTIES AND RESPONSIBILITIES

• Receive, promptly record and resolve customer orders, requests, applications, inquiries and complaints related to water supply, billing, waste water and any other issue.
• Receive, promptly record and escalate to branch manager, operation manager commercial, operation & maintenance manager water, operation & maintenance manager waste water and transport officer on customer orders, inquiries and
• complaints related to water supply, billing, waste water and any other relevant issue 
• Advice customer on conditions required to update customer account details, superseding of account, stop billing, account termination and new account application seek clearance from your supervisor and update.
• Create superseded account, new account, stop billing, terminate account, and update account details, new customer connection application information and connection approval details in the billing system.
• Check system and give confirmation to requested clarification on customer payments. 
• Prepare ad-hoc and monthly reports included but not limited to customer orders inquiries and complaints categorized to reported, resolved and pending. All by customer category, overall, per branch and per meter reading book send to your supervisor for clearance andany other for management decision.

Personal Specifications

For appointment to this grade, an officer must have: -

• A minimum of KCSE or at least three (3) years experience in customer care/service work
• A Diploma in Marketing, Reception, Business Management, Business Administration or any equivalent certificate from a recognized institution will be an added advantage
• Good communication, interpersonal and time management skills
• Proficiency in computer skills