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Commercial Officer (Customer Service) Job in Kenya

Job Vacancy: Commercial Officer (Customer Service)

 Murarandia South Water and Sewerage Company limited, one of the water service providers in the Murang'a region and a wholly owned subsidiary of the County Government of Murang'a licenced by Tana Water Services Board (TWSB) to offer water and sewerage services in Murarandia, Kahatia, Gatara, Githambo and Kanyenyaini  sub-counties.

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 urgently require to fill the following position with a suitable and qualified candidate:

Commercial Officer (Customer Service)

Reporting to the Commercial 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 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, Economics etc).
  • At least 3 years work experience in commercial sector; 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.
Trainings: The successful candidate will attend a training concerning prepaid water meters and billing shortly after employment.

Health and Criminal Record: The candidates should be physically fit (Medical Examination is mandatory) and no criminal record.

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

How to Apply:

Interested and qualified persons should submit their applications and CV. only, indicating their email, telephone contact, Expected salary and 3 Professional References to;

The Managing Director,
Murarandia South Water and Sewerage Company Limited,
P.O.Box 27-8010,

To reach him by 3rd August 2017. 

Applications should be sent through the above Email address only. 

The Email Subject Title should be the Position Applying for. 

Please do not attach Certificates / Testimonials. Women are encouraged to apply.

Only shortlisted candidates will be contacted for interviews within one week after closing date.

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