VACANCY NOTICE – ASSISTANT CUSTOMER SERVICE MANAGER

The Human Resource Management Department on behalf of the Ministry of Public Infrastructure, Energy & Utilities; Domestic Transport wishes to invite suitably qualified persons to fill the position of Assistant Customer Service Manager. 

The chosen candidate will oversee and coordinate the operations of the Billing, Metering, and Customer Service department, aligning with the policies, goals, and objectives set by the Department. This role involves monitoring all accounts to detect outstanding debts and devising appropriate strategies to recover them. The job requires exercising independent judgment within the framework of established policies and goals.

Duties and Responsibilities:

• Assist the manager with overseeing, coordinating, and directing the billing, metering and customer service

• Identifying non-compliant customer’s debt to keep track of debt

• Craft individual plans to collect on delinquent accounts

•Continually improve collection policies and practices

• Maintain standardized work procedures consistent with parameters set by the Customer Service Manager to improve the efficiency of the staff

• Ensure the timely, accurate and complete service connections, billing, and revenue collection of all water customers.

• Analyse problems, identify alternative solutions and new service delivery methods

• Prepare timely and accurate reports and performance indicators for Customer Service Management

• Supervise, train, and evaluate staff with clear goals and objectives

• Interact with customers and be extremely effective with all forms of communication

• Perform other related duties as assigned.

Minimum Qualifications and Experience:

• Associate degree in related field

• Three years’ experience

Knowledge & Skills:

In addition to the requirements above, the post holder must have the following skills:

• Good command of the English language

• Good with targets and tight deadlines

• Generally accepted practices in customer service

• Proficient in MS Word and Excel

• Ability to maintain confidentiality of the material and situations encountered on the job

• Ability to direct and motivate staff

• Dealing with the public tactfully and courteously and working amicably with other employees

Salary: K28- K32 ($53,256-$61,812) per annum

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