Customer Relationship Manager , Lesotho Water And Sewerage Company

The Lesotho Water And Sewerage Company (WASCO) invites
applications from suitably qualified local candidates for the
following position:
Job Title : Customer Relationship Manager
Reports to : Director of Finance
Purpose of the Role:
To coordinate Customer Service Centres activities, develop
Customer Care policies, procedures and guidelines and manage
the service level system i.e. complaints, water connections,
adjustments, allocations, terminations and disconnections with
regard to the customer life cycle
Key Performance Objectives:
1. Coordination and Control
2. Stakeholder Relations
3. Leadership and Management
4. Quality Assurance
5. Supervision of staff
6. Reporting
7. Management
Key Tasks:
1. Manage the Service Level Agreements (SLA) system with other
parts of the organization
2. Ensure that services are rendered in accordance with set
standards
3. Facilitate integration of complaints with all WASCO customer
focus interventions
4. Ensure that policies, procedures and practices are aligned to
WASCO business objectives
5. Manage escalated queries from customers and resolve them
within the agreed standards
6. Develop, implement and review the Customer Relationship
Management policy for WASCO
7. Negotiate potential service points with vendors to expand
service points for effective and efficient service delivery
8. Prepare monthly and quarterly reports on activities
undertaken and on the implementation of sectional activities
in order to inform management and to track progress against
the divisional initiatives for accountability and performance
monitoring
9. Develop and execute marketing campaign strategy and
analyze campaign performance
10. Obtain and evaluate all relevant information to handle
inquiries and complaints
11. Responsible for conceptualizing and managing a diverse
range of customer retention campaigns and initiatives
12. Develop and maintain a customer-focused attitude toward
activities, concentrating on those that most strongly
contribute toward improving customer lifetime value.
13. Interact with customers to provide and process information in
response to inquiries, concerns and requests about products
and services
Core Competencies:
1. Operational Decision-Making and applied strategic thinking
2. Team work
3. Financial Management and Budgeting
4. Customer Responsiveness
5. People Management and Empowerment
6. Change Management
7. Communication and Information Management
8. Problem-solving
9. Planning and organising
10. Project Management
11. Continuous Improvement and Service Delivery Innovation
Generic Competences
• Honesty, Integrity and Work Ethic
• Customer Focus Excellence
• Citizen/Customer Orientation
• Information Technology Application
• Valuing the natural environment
Qualifications & Experience
• Bachelor’s degree in Marketing OR Customer Relationship
Management
• 5 years relevant experience, three of which should have been
in managerial level
Salary and Benefits
We off er a competitive salary and benefits package.
Submission of Applications
Applications accompanied by detailed CV, names of two referees,
certified copies of educational certificates and transcripts should be
submitted to:
The Human Resource Manager
Water and Sewerage Company
P.O. Box 426
Maseru. 100
The closing date for submissions of applications is 4th September,
2015.
Disclaimers:
• Applications received after the closing date will not be
considered.
• Correspondence will only be conducted with short-listed
candidates.
• Selection interviews for short-listed candidates will be at a date,
time and place determined by WASCO.
• Short-listed candidates will be required to authenticate
information provided in the CV.
• WASCO reserves the right to leave an advertised position
unfilled if no suitable candidate is identified.
• The employment of successful candidate is subject to positive
police clearance.