Key Responsibilities

• Ensure provision of timely and high-quality client services that meets or exceed their expectations.
• Develop and implement systems for positive customer relations management
• Manage and supervise commercial aspects of the company’s operations, particularly as they relate to revenue generation.
• Promote new ideas and business solutions that result in extended service to the existing and new clients
• Develop long-term business strategies and operating plans that reflect the longer-term goals and priorities
• Ensure the provision of comprehensive commercial information systems, including up-to- date customer database, to achieve the overall company revenue objectives.
• Ensuring timely, complete and accurate reading and billing of services and subsequent collection.
• Carrying out customer surveys and proposing improvements arising from feedback received
• Develop departmental policies and procedures and actions plans in line with overall company mission and objectives.
• Receive daily reports on billing queries from zones and investigate and ensure that necessary database changes are made.
• Receive each week the daily summary of meter reading and bill distribution from all zones, and verify them.
• Ensure that disconnections/reconnections are properly recorded and information submitted for database update.
• Verify that meter readings for removed meters are reasonable, and estimate consumption where necessary.
• Organize control and monitor customer account investigations as necessary e.g. suppressed accounts in database
• Immediately take any necessary remedial actions in cases where liability is queried by customers, and ensure that such customer queries are immediately and fully resolved.
• Ensure that major sensitive customers are identified, that their billings are prioritized, checked for accuracy, and payments followed up each month to optimize revenue generation and cash flows.
• Customers’ complaints and queries are promptly and resolved.
• Communication feedback to customers, resolution of queries and investigation in results on customers disputed bills or meter testing results are done as promptly as possible.
• Ensure that customers are reconnected within 24 hours after payment. Requirements for Appointment
• Bachelor’s Degree in Business Administration, Marketing, Commerce, Economics, or a related field from a recognized institution.
• Master’s Degree in a relevant field will be an added advantage.
• Membership in a recognized professional body is desirable.
• Minimum experience for this position shall be 12 years with 3 years in a senior management position.
• Proficiency in customer relationship management systems, billing software, and data analysis tools.
• Strong leadership, communication, and strategic planning skills
• Proficient experience in ERP systems and internet will be an added advantage.
• Show merit and ability as reflected in work performance and results. Other

Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Commerce, Economics, or a related field from a recognized institution.
• Master’s Degree in a relevant field will be an added advantage.
• Membership in a recognized professional body is desirable.
• Minimum experience for this position shall be 12 years with 3 years in a senior management position.
• Proficiency in customer relationship management systems, billing software, and data analysis tools.
• Strong leadership, communication, and strategic planning skills
• Proficient experience in ERP systems and internet will be an added advantage.
• Show merit and ability as reflected in work performance and results.