POST ASSISTANT CUSTOMER CARE OFFICER – 1 POST
POST CATEGORY(S) MARKETING,MEDIA AND BRAND
EMPLOYER Iringa water Supply and Sanitation Authorities(IRUWASA)
APPLICATION TIMELINE: 2021-04-12 2021-04-26
JOB SUMMARY N/A

DUTIES AND RESPONSIBILITIES

i.To assists in receiving and attending customers’ complaints and channel them to the respective departments for further action.

ii.To assists in making follow-ups of customers’ complaints received and ensure that proper and timely remedial action is taken to provide the required services.

iii.To assist in ensuring that all new customers are registered to the database with accurate account information.

iv.To assists in making sure that all authorized water reconnections are carried out on time as per Customers Service Charter.

v.To assists in making timely follow up of customers’ queries received by the Authority until their final settlement.

vi.To develop individual performance objectives and targets in consultation with the immediate superior as part of performance agreement.

vii.To prepare and submit weekly, monthly, quarterly and annual progress reports for activities that fall under his/her section.

viii.To make sure that the call center is properly working.

ix.To provide customer service information with regard to IRUWASA operations.

x.To identify and escalate priority issues regarding customer services.

xi.To route calls to appropriate departments.

xii.To make follow up on customer calls where necessary.

xiii.To keep records of all conversations at the call center database in a comprehensible way.

xiv.To complete call logs.

xv.To perform other related duties as may be assigned by the respective Supervisor.

QUALIFICATION AND EXPERIENCE

Holder of Diploma or Ordinary Diploma NTA Level 6 in Business Administration (Marketing), Commerce in Marketing, Mass Communication from a recognized Institution.

REMUNERATION Salary Scale: IWAS 2 as per IRUWASA