Job Title: Customer Service and Admin Officer
Deadline: 06/12/2024
Job Type: Full-time
Location: Luuka District, Uganda
Company: Water Mission
Industry: NGO
Water Mission is a global nonprofit organization focused on providing access to safe water and sanitation solutions. Through our innovative projects, we work to save lives and foster sustainable development in communities worldwide. Our team of engineers, marketers, implementers, fundraisers, and volunteers collaborates to build solutions that reflect God’s plan for equity in safe water access.
Job Overview
Under the direction of the Utility Director, the Customer Service and Admin Officer is responsible for managing customer service activities, supporting sustainable operations, and ensuring efficient water system performance in the Luuka district. This role involves providing high-quality customer support, maintaining compliance with Carbon Credit reporting requirements, and enhancing water system uptime.
The position requires full-time commitment, including travel to remote locations within the district.
Key Duties and Responsibilities
Customer Service Administration
- Operate and manage the customer service hotline, providing excellent customer care.
- Track, document, and follow up on customer inquiries until resolution.
- Guide and advise potential customers.
- Manage customer complaints and escalate issues to management for resolution.
- Update customers on ongoing projects and operational updates.
- Handle requests for new distribution points, applications, and payments in coordination with the Utility team.
Front Office Administration
- Serve as the primary contact and face of the Utility team.
- Maintain a clean, organized, and welcoming front office environment.
- Attend to all visitors and direct them appropriately.
- Respond to incoming phone calls and emails.
Communication and Reporting
- Collaborate with Water System Operators to ensure smooth communication.
- Assist in assessing and improving current WASH (Water, Sanitation, and Hygiene) services.
- Support the implementation of uptime strategies and compliance with Carbon Credit reporting.
- Facilitate collaboration between SWIG and Water Mission staff to resolve challenges.
- Assist in preparing project reports, documenting lessons learned, and sharing best practices.
- Build and maintain relationships with key stakeholders, including government entities and NGOs.
Other Responsibilities
- Strengthen governance and policies for effective water utility management.
- Participate in prayer and devotional activities as part of team culture.
- Perform other duties as assigned by the Utility Director.
Qualifications
Education
- Bachelor’s Degree in Social Work, Social Sciences, Community Development, Community Psychology, Development Studies, or a related field.
Experience
- Minimum of 4 years of experience in the WASH sector.
- At least 1 year of experience in customer service, preferably in the WASH sector.
- Proven ability to support WASH projects in challenging environments.
Skills and Abilities
- Strong relationship with Jesus Christ and alignment with Water Mission’s values.
- Proficiency in Excel, Word, PowerPoint, and similar tools.
- Excellent communication skills in English and Lusoga.
- Valid driver’s license and willingness to travel.
- Strong organizational skills, attention to detail, and ability to work with minimal supervision.
- Analytical skills for interpreting market trends and operational metrics.
- Self-driven, flexible, and innovative.
What We Offer
This role offers a unique opportunity to make a significant impact in the WASH sector, enhancing service delivery and promoting sustainable practices.
How to Apply
If you are passionate about driving positive change and meet the qualifications, please click the link below to apply:
Water Mission – Jobs in Uganda
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