Background information about the job or company (e.g., role context, company overview)

Kibwezi-Makindu Water & Sanitation Company Ltd (KIBMAWASCO) is a private company limited by shares and incorporated on August 16, 2011, in a merger of the Kibwezi-Mtito Andei Water Company and the Makindu Water Company. The company provides water services within the towns of Kibwezi, Makindu, Kambu, and Mtito Andei and their environs. The companys are...

Responsibilities or duties

• Ensure provision of timely and high-quality client services that meets or exceed their expectations.
• Develop and implement systems for positive customer relations management
• Manage and supervise commercial aspects of the company’s operations, particularly as they relate to revenue generation.
• Promote new ideas and business solutions that result in extended service to the existing and new clients
• Develop long-term business strategies and operating plans that reflect the longer-term goals and priorities
• Ensure the provision of comprehensive commercial information systems, including up- to-date customer database, to achieve the overall company revenue objectives.
• Ensuring timely, complete and accurate reading and billing of services and subsequent collection.
• Carrying out customer surveys and proposing improvements arising from feedback received
• Develop departmental policies and procedures and actions plans in line with overall company mission and objectives.
• Receive daily reports on billing queries from zones and investigate and ensure that necessary database changes are made.
• Receive each week the daily summary of meter reading and bill distribution from all zones, and verify them.
• Ensure that disconnections/reconnections are properly recorded and information submitted for database update.
• Verify that meter readings for removed meters are reasonable, and estimate consumption where necessary.
• Organize control and monitor customer account investigations as necessary e.g. suppressed accounts in database
• Immediately take any necessary remedial actions in cases where liability is queried by customers, and ensure that such customer queries are immediately and fully resolved.
• Ensure that major sensitive customers are identified, that their billings are prioritized, checked for accuracy, and payments followed up each month to optimize revenue generation and cash flows.
• Customers’ complaints and queries are promptly and resolved.
• Communication feedback to customers, resolution of queries and investigation in results on customers disputed bills or meter testing results are done as promptly as possible.
• Ensure that customers are reconnected within 24 hours after payment.

Qualifications or requirements (e.g., education, skills)

• Bachelor’s Degree in Business Administration, Marketing, Commerce, Economics, or a related field from a recognized institution.
• Master’s Degree in a relevant field will be an added advantage.
• Membership in a recognized professional body is desirable.
• Proficiency in customer relationship management systems, billing software, and data analysis tools.
• Strong leadership, communication, and strategic planning skills
• Proficient experience in ERP systems and internet will be an added advantage.
• Show merit and ability as reflected in work performance and results.

Experience needed

• Minimum experience for this position shall be 12 years with 3 years in a senior management position.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

• KIBMAWASCO is an equal opportunity employer. Youth, women and persons with disabilities are encourage to apply. Those who had applied earlier are required to apply again.

• Ensure provision of timely and high-quality client services that meets or exceed their expectations.
• Develop and implement systems for positive customer relations management
• Manage and supervise commercial aspects of the company’s operations, particularly as they relate to revenue generation.
• Promote new ideas and business solutions that result in extended service to the existing and new clients
• Develop long-term business strategies and operating plans that reflect the longer-term goals and priorities
• Ensure the provision of comprehensive commercial information systems, including up- to-date customer database, to achieve the overall company revenue objectives.
• Ensuring timely, complete and accurate reading and billing of services and subsequent collection.
• Carrying out customer surveys and proposing improvements arising from feedback received
• Develop departmental policies and procedures and actions plans in line with overall company mission and objectives.
• Receive daily reports on billing queries from zones and investigate and ensure that necessary database changes are made.
• Receive each week the daily summary of meter reading and bill distribution from all zones, and verify them.
• Ensure that disconnections/reconnections are properly recorded and information submitted for database update.
• Verify that meter readings for removed meters are reasonable, and estimate consumption where necessary.
• Organize control and monitor customer account investigations as necessary e.g. suppressed accounts in database
• Immediately take any necessary remedial actions in cases where liability is queried by customers, and ensure that such customer queries are immediately and fully resolved.
• Ensure that major sensitive customers are identified, that their billings are prioritized, checked for accuracy, and payments followed up each month to optimize revenue generation and cash flows.
• Customers’ complaints and queries are promptly and resolved.
• Communication feedback to customers, resolution of queries and investigation in results on customers disputed bills or meter testing results are done as promptly as possible.
• Ensure that customers are reconnected within 24 hours after payment.

• Proficiency in customer relationship management systems, billing software, and data analysis tools.
• Strong leadership, communication, and strategic planning skills
• Proficient experience in ERP systems and internet will be an added advantage.

• Bachelor’s Degree in Business Administration, Marketing, Commerce, Economics, or a related field from a recognized institution.
• Master’s Degree in a relevant field will be an added advantage.
• Membership in a recognized professional body is desirable.