Deadline of this Job: 04 November 2022
Mathira Water and Sanitation Company (MAWASCO) is a licensed Water Service Provider wholly owned by the County Government of Nyeri and mandated to provide water and sanitation services in Mathira East and Mathira West Sub-countries. To strengthen our team of staff and leadership, we are seeking to recruit a suitably qualified Kenyan to fill the vacant post of Customer Relations Officer. We invite applications from highly qualified, proactive and self driven individual who meet the following requirements.
Reporting to the Commercial Manager, the Customer Relations Officer is responsible for the customer relations section. The person will ensure that all customer service processes are carried out in a timely and accurate manner in order to foster warm relationship with customers.
Key Duties and Responsibilities
a) Formulations of effective customer service strategies;
i. Put in place a system that ensures prompt response to customer queries and correspondences
ii. Develop jointly with Commercial Manager strategies and operating plans that reflect the long-term corporate goals and priorities of MAWASCO.
b) Formulation of complaints handling mechanism;
i. Keep track of the complaints in order to establish problem areas and take appropriate measures
ii. Devise ways to encourage staff to provide good customer service
c) Quality customer service;
i. Ensure the fostering of good working relationships with customers by providing good service in a timely manner
ii. Ensure in conjunction with the revenue section, reconnections of water are done promptly upon payment of water bills
d) Interlink and promotion of public image;
i. Create a communication system that transcends between the company and customers to evolve a conducive working atmosphere
ii. Organize events in orders to sensitize the public on the services provided by the company
iii. Build good publicity through participation in community initiatives and features articles in the media
e) Staff development;
i. Champion good customer service at customer care desk and by all staff.
ii. Identify training needs of customer service staff.
Mathira Water and Sanitation Company (MAWASCO) is a licensed Water Service Provider wholly owned by the County Government of Nyeri and mandated to provide water and sanitation services in Mathira East and Mathira West Sub-countries. To strengthen our team of staff and leadership, we are seeking to recruit a suitably qualified Kenyan to fill the vacant post of Customer Relations Officer. We invite applications from highly qualified, proactive and self driven individual who meet the following requirements.
Reporting to the Commercial Manager, the Customer Relations Officer is responsible for the customer relations section. The person will ensure that all customer service processes are carried out in a timely and accurate manner in order to foster warm relationship with customers.
Key Duties and Responsibilities
a) Formulations of effective customer service strategies;
i. Put in place a system that ensures prompt response to customer queries and correspondences
ii. Develop jointly with Commercial Manager strategies and operating plans that reflect the long-term corporate goals and priorities of MAWASCO.
b) Formulation of complaints handling mechanism;
i. Keep track of the complaints in order to establish problem areas and take appropriate measures
ii. Devise ways to encourage staff to provide good customer service
c) Quality customer service;
i. Ensure the fostering of good working relationships with customers by providing good service in a timely manner
ii. Ensure in conjunction with the revenue section, reconnections of water are done promptly upon payment of water bills
d) Interlink and promotion of public image;
i. Create a communication system that transcends between the company and customers to evolve a conducive working atmosphere
ii. Organize events in orders to sensitize the public on the services provided by the company
iii. Build good publicity through participation in community initiatives and features articles in the media
e) Staff development;
i. Champion good customer service at customer care desk and by all staff.
ii. Identify training needs of customer service staff.
Deadline of this Job: 08 November 2022
Key Responsibilities
• Engaging with customers on different channels.
• Crafting compelling content or getting it developed.
• Posting content across social media accounts.
• Analyzing running campaigns.
• Being on top of the latest social media trends.
• Planning and developing social media campaigns.
• Managing a budget to be spent on promoting social media posts
• Any other task allocated in line with job requirements
Skills & Qualifications
• Bachelors/Diploma in any field.
• Sales experience in the service industry is an added advantage.
• Experience in social media marketing will be a plus.
• Proficiency in MS Office
• Proven performance track record
• Strong communication and interpersonal skills
• Good customer Service and presentation skills
• Planning and organization skills
• Skills in traditional (and digital) marketing
• Strong can-do attitude
• Ability to work under minimal supervision
Key Responsibilities
• Engaging with customers on different channels.
• Crafting compelling content or getting it developed.
• Posting content across social media accounts.
• Analyzing running campaigns.
• Being on top of the latest social media trends.
• Planning and developing social media campaigns.
• Managing a budget to be spent on promoting social media posts
• Any other task allocated in line with job requirements
Skills & Qualifications
• Bachelors/Diploma in any field.
• Sales experience in the service industry is an added advantage.
• Experience in social media marketing will be a plus.
• Proficiency in MS Office
• Proven performance track record
• Strong communication and interpersonal skills
• Good customer Service and presentation skills
• Planning and organization skills
• Skills in traditional (and digital) marketing
• Strong can-do attitude
• Ability to work under minimal supervision