Customer Service And Admin Officer

Requirements

Education Qualification and Experience 

• Minimum Academic Qualifications: Bachelor’s Degree in Social Work, Social Sciences, Community Development, Community Psychology and Development Studies, or a related field.
  
• A minimum of four years of experience in the WASH sector and one-year experience in interacting with different types of customers (preferably within the WASH sector).
  
• Proven track record of supporting WASH projects in a dynamic and challenging environment. 
  

Customer Service Administration 

• Help build and manage the customer service system and practice good customer care standards and all its activities, including but not limited to:
  
• Operate a customer service hotline.
  
• Record, address further to management, track,and document/file each inquiry until it is satisfactorily responded to.
  
• Provide guidance and advice to potential customers.
  
• Receive and ensure proper filing of connection sales.
  
• Update customers on the Utility’s ongoing projects/ works.
  
• Capture and update customers’ complaints for management to redress them.
  
• Provide information,i.e., account statements, customer balances, etc.as per the customers’ requests.
  
• Handle requests for additional distribution points, collections on applications, their payments, and scheduling with the Utility team until implementation.
  

Front Office Administrator 

• Be the main contact and face of the Utility team.
  
• Ensure the tidiness/ambiance of the front office.
  
• Direct customers to respective offices.
  
• Welcome and attend to all customers who visit the SWIG office.
  
• Receive and respond to all incoming internal and external phone calls.
  
• Respond to all emails that may be received from customers.
  

Communication and Reporting 

• Maintain communication with the Water System Operators.
  
• Assist in assessing current WASH service provisionand identify opportunities for improvement.
  
• Support the implementation of strategies to maximize Uptime and ensure Carbon Credit reporting requirements are met.
  
• Facilitate collaboration between SWIGand Water Mission staff to exchange information and address challenges promptly.
  
• Assist in establishing and strengthening governance, policies, and regulations for effective water utility management.
  
• Assist in preparing reports and presentations documenting project outcomes, lessons learned, and best practices to inform stakeholders.
  
• Assist in building relationships with key stakeholders, including government entities, NGOs, and other partners.