The Customer Service Officer plays a key role in delivering excellent customer experience to all water consumers served by Water Mission Waterworks LTD. The role supports customer engagement, billing and payment services, complaint handling, and consumer education while ensuring accuracy, transparency, and responsiveness that builds trust and promotes a strong service culture. The role reports to the Managing Director.
Key Responsibilities
Prepaid Sales & Account Management
- Assist customers in purchasing water credits at water ATMs, kiosks, and digital payment channels (e.g., M-Pesa).
- Create and update customer accounts in the prepaid system with accurate data.
- Train customers on how to vend tokens, check balances, and manage consumption.
- Monitor token vending equipment and report faults promptly.
Customer Support & Service Excellence
- Serve as first-line support for walk-in and phone inquiries.
- Provide guidance on tariffs, vending procedures, and connection requirements.
- Support onboarding of new prepaid customers.
Continuous Customer Complaints Redress & Service Recovery
- Record customer complaints/feedback in Customer Management System.
- Track resolution progress in coordination with O&M teams (meter issues, system errors, leak concerns).
- Ensure timely feedback to the customer and closure within agreed service standards.
Consumer Education & Outreach
- Conduct sensitization on prepaid water benefits, conservation, and payment compliance.
- Support community-level meetings and awareness campaigns to promote customer ownership and satisfaction.
Reporting, Data Integrity & Compliance
- Maintain accurate customer records ensuring 100% compliance with data protection guidelines.
- Generate daily/weekly vending and service performance reports.
- Identify unusual consumption or vending patterns to support revenue protection.
Qualifications & Experience
- Diploma or higher qualifications in Business, Customer Service, ICT, Community Development, or related field.
- Prior experience in a prepaid service environment (telecom, utilities, etc.) is an advantage.
- Ability to use CRM/billing/Prepaid Water ATM systems.
- Basic financial literacy for credit handling and reconciliation.
Competencies & Personal Attributes
- Excellent interpersonal and communication skills.
- Smartphone usage and mobile data collection.
- Strong customer-first mindset with empathy.
- Detail-oriented with accuracy in data entry and reporting.
- Comfortable working with digital systems and mobile payments.
- Integrity, confidentiality, and professionalism.
- Proficiency in English and Kiswahili; local language desirable.
Faith & Culture Alignment
- A personal and growing relationship with Jesus Christ.
- Alignment with Water Mission’s Statement of Faith and core values of Love, Excellence, and Integrity.
