Customer Service Officer

Published by Jobstanzania on 10:30:00 am

Position: Customer Service Officer
Place: Energy and Water Utilities Regulatory Authority (EWURA)

Reports to: Zonal Manager
Customer Service Officer will be primarily responsible for handling complaints from customers in the Zonal Office in accordance with the established guidelines and procedures.

Main Duties and Responsibilities:

  • To Receive record and manage complaints forms, letters, telephones, emails and fax lodged by consumers and suppliers of services in the Water, Electricity, Petroleum, and Natural Gas sectors.
  • Updates Complaints Register with all required information and forward the same to EWURA Website through IT Technician.
  • Handling of minor customer complaints, keeping records and tracking of complaints files.
  • To follow up and ensure that all complaints receive feedback on their concern within a prescribed time.
  • To participate and provide inputs to hearing sessions on customer complaints. 
  • Draft follow up letters to service providers and complainants.
  • Facilitate proper dispatching of complaint letters.
  • Prepare Complaint monthly report.
  • Assist in conducting compliance inspections to regulated suppliers as may be directed by Divisional Directors;
  • To assist in facilitating public awareness campaigns.
  • Assist in Conducting pre-license inspections and monitor compliance to . license terms and conditions as may be directed by Divisional Directors; and
  • Perform such other related duties as may be assigned by his/her superiors.

Academic Qualifications and Experience

  • The ideal candidate for this position should have:
  • Possession of University Degree in any of the following disciplines; Laws, Business Administration/Management, Economics or Engineering.
  • Knowledge and Competence in Information and Communications Technology (ICT) application.
  • Possession of a minimum of three (3) years working experience ip relevant field.
  • Experience in any' of the regulated sectors, (i.e Water, Electricity, Petroleum or Natural Gas) will be an added advantage.

Application Instructions:
Application letter with Curriculum Vitae (CV) including e-mail address or day time contact telephone number, passport size, together with photocopies of certificates and names and contacts of two referees should be addressed to reach the under mentioned by 12th April 2013.

Only short listed candidate meeting the above criteria will be invited for interview. Lobbying and canvassing for employment will not be entertained and may work to the candidate's disadvantage.

Application letter should be addressed to:
The Director General
Energy and Water Utilities Regulatory Authority (EWURA)
Samora Avenue, 6th Floor, Harbour View Towers
(Former JM Mall Building)
P. O. Box 72175
Dar Es Salaam

Deadline: Apr 12, 2013
Source: Daily News March 27, 2013



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