Job description
RESPONSIBILITES
Under the general direction of the Head of Utilities successful candidate will manage day-to-day implementation of all commercial front office functions and components of the integrated utility business in Tatu City – TATUconnect.Specific responsibilities include:
Setup and implement the ERP platform for the multiutility operations along with the pre – selected technology provider, including participation in the project implementation of the overall metering solution for Tatu City.
Work closely with the Delivery team to ensure smooth handover and consistent service for clients during and after the construction phase.
Work closely with the Head of Utilities to implement and manage the Utilities Billing and Revenue Management System to ensure profitability.
Improve customer service experience, create engaged customers and facilitate organic growth for the multi-utilities customer base over time.
Manage and oversee the overall end-to-end customer engagement process for new customer connections, disconnections and re-connections.
Take ownership of customer issues and follow problems through to resolution. Set a clear mission on service delivery and overall customer experience and deploy strategies focused towards that mission.Will ensure the multiutility entities customer service charter is fully implemented.
Effectively implement and ensure enforcement of TATUconnect’s multi-utility policies and procedures; assists in meeting short and long term plans for the utility and means of accomplishing these goals.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports on customer behavior and satisfaction levels.
Analyze financial, technical and billing data and identify issues and opportunities; support and reinforce front office efforts for credit collections.
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. Perform annual evaluations as per assigned KPI’s and policies established at TATUconnect.
Keep ahead of industry’s developments and apply best practices to areas of improvement.Control resources and utilize assets to achieve qualitative and quantitative targets. Monitor and oversee internal quality standards are met for the operational deliverables of the Customer Service Department.
Adhere to and manage the approved budget.
Maintain an orderly workflow according to priorities.
Establish and maintain effective working relationships with staff, other departments,TATUconnect board, regulatory agencies, consultants and customers. Responds to requests for information and meets commitments with reasonable time.
Conform with and abide by all written and non-written regulations, policies, work procedures and instructions; ensures conformance and conforms to all safety rules and ensures use of all appropriate safety equipment.
Perform other duties as assigned (i.e., assist property management teams and other departments as needed; participate in required training as applicable; etc.).
REQUIREMENTS
Hard skills and experience:
At least 7 years of solid working experience in a commercial role in utility or infrastructure companies, ideally in energy, water or telecom services. Candidates from top tier consultancy firms with similar industry knowledge will also be considered.
Strong project management skills.
Good analytical skills.
Experience of working in a startup environment.
Previous exposure to greenfield construction projects and built environment will be an advantage.
Soft skills:
Mature, pragmatic and flexible approach, strong commercial judgment.
Team player but comfortable working autonomously.
Excellent interpersonal skills.
Strong written and verbal communication skills.
Rigorous and organized approach, good attention to detail.
Hands-on, ready to roll up the sleeves.
Personal characteristics:
High energy.
Result-oriented.
Strong work ethic.
Ability to work effectively under pressure.
Desire to live and work in Nairobi.
Female candidates are highly encouraged to apply.
