Job Description
TVO/06/2023/006
GENERAL PURPOSE
To ensure prompt, fair and satisfactory customer service to the clients of the
company
DUTIES AND RESPONSIBILITIES
1. Receive, promptly record and resolve customer orders, requests, applications,
inquiries and complaints related to water supply, billing, waste water and any other
relevant issue.
2. 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
3. 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.
4. Create superseded account, new account, stop billing, terminate account, and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.
5. Check system and give confirmation to requested clarification on customer
payments.
6. Follow up on progress of resolving escalated issues and proactively give
frequent feedback on progress to customer(s)
7. In liaison with other departments, undertake planning, organizing,
implementing, coordinating and execution of company’s internal andexternal
customer care and public relations events as shall be instructed by your supervisor.
8. In liaison with other departments, undertake planning, organizing, coordinating
and represent the company at external public relations events including but not
limited to customer service and public relation outreach programmes to
stakeholders and the general public as shall be instructed by your supervisor.
9. Ensure, operationalize and observe approved occupational safety and healthy
rules and guidelines reporting any breach to head of human resource department
through human resource officer.
10. 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: -
i. A minimum of KCSE or at least three (3) years experience in customer
care/service work
ii. A Diploma in Marketing, Reception, Business Management, Business
Administration or any equivalent certificate from a recognized
institution will be an added advantage
iii. Good communication, interpersonal and time management skills
iv. Proficiency in computer skills