Kericho Water & Sanitation Company Commercial Officer (Customer Service) Job in Kenya

Kericho Water & Sanitation Company Limited (KEWASCO) is a Private Company established under the company‘s Act CAP 486, Laws of Kenya and is wholly owned by the County Government of Kericho.

Incorporated in October 1997, we have been contracted by Lake Victoria South Water Services Board to provide Water & Sanitation services within Kericho County. This is through a Service Provision Agreement (SPA).

Our vision is to be a Model of Excellence in Water and Sanitation Services provision in the sector and to this end; we have implemented best practices in the sector especially in the automation of the Systems. 

In particular we have implemented a Customer Relation Management System in addition to our GIS System and our efficient billing and accounting software. 

Our mission is to optimally provide adequate, safe, reliable water and sanitation services to our customers at a commercially sustainable level: to this end we plan to implement world class performance, quality and efficiency management systems including ISO, Six Sigma, the Balanced Scorecard to mention but a few. 

We are committed to not only maintain the high level of customer satisfaction that we have achieved so far, but to also take it to the next level and maintain our position as a best practice organization. 

To support this we seek a customer centric and results-oriented, qualified and experienced individual to fill the position of Commercial Officer, a key member of Middle Level Management.
 

Commercial Officer (Customer Service)
 

Reporting to the Commercial & Finance Manager, you will be responsible for all things Commercial i.e. overseeing / supervising Revenue Collection, Credit Control, Meter Reading, Billing & Customer Relations with the primary aim of maximising revenues and enhancing customer satisfaction in the Company.

Main Duties and Responsibilities;

• Develop departmental policies, procedures, actions plans and budgets in line with overall company mission and objectives and customer service charter
• Ensure the effective implementation of the service delivery, revenue generation and collections strategies.
• Effectively manage the customer service function in a manner that ensures the attainment of the set targets and promotes the Company’s brand.
• Promote a customer centric culture throughout the organization by developing and implementing positive customer management systems that provide timely and high quality client services and disseminating company policy and procedures to customers.
• Promote new ideas and business solutions that result in enhanced services to the existing and new clients
• Maintain comprehensive commercial information, including up-to-date customer database, that support Company revenue objectives.
• Ensure timely, complete and accurate meter reading, billing and subsequent collection.
• Carry out customer surveys and propose improvements arising from feedback received.
• Manage, lead and develop staff
• Manage and guide the operations of the customer service and call centre teams in order to efficiently respond to queries and complaints, meet satisfaction targets and meet service delivery requirements.

Qualifications, Experience and Skills;

• A Bachelor’s Degree in a Business related field (Commerce, Accounting, etc).
• Postgraduate Qualification in customer service or related field is an advantage.
• 5 years experience with at least 3 years at Supervisory Level in the customer service; water sector experience will be an advantage
• Experience of developing and implementing customer management systems and processes
• Proven experience of supervising a team; call centre management will be a definite advantage
• Demonstrable experience with CRM is a definite advantage; experience with ERP systems, Water Billing Systems (M@jics Billing Software) and Sage Pastel Evolution Systems is desirable.

Terms of Service: The successful candidate will be offered on Permanent and Pensionable Terms.
 

How to Apply:
 

Applications should include a cover letter that demonstrates why you are the best candidate for the position you are applying for, a detailed up-to-date CV and photocopies of relevant testimonials, current and expected remuneration package, the names and addresses of three professional referees, an e-mail address and telephone number, and two (2) coloured passport size photos.

Applications must be sent via email to hr-recruit@kewasco.co.ke addressed to:

The Human Resources & Administration Manager
Kericho Water & Sanitation Co. Ltd
P O Box 1379 – 20200,

Kericho

Only short-listed applicants will be contacted. 

Closing date: 31st October, 2014 at 5:00pm.

Please visit our website www.kewasco.co.ke for more information. 

This recruitment is supported by Adept Systems, Management Consultants