Customer Service Representative X2 - REF: JW388EX/2024 at Johannesburg Water

PURPOSE 

• Compilation of recommendation letters for customer queries, validating and capturing of adjustments and tariffs relating to water and sewer for billing.

KEY RESPONSIBILITIES 

• Effective prioritization, investigation, and resolution of daily-allocated queries from various stakeholders including the City of Johannesburg (COJ), Ombudsman’s Office, The Office of the City Manager and Executive channels.
• Provide support to Credit Management for effective credit control and increased revenue collection.
• Verify and capture all tariff changes for customer billing and correct usage and living units to be linked to customer billing accounts.
• Resolve all queries with meters billing on estimations.
• Identify and highlight additions and amendments for the Water Services By-Laws and Johannesburg Water tariffs to the Team Leader: Customer Support to assist in query resolution.
• Communicate, track, and escalate meter audits referred to the relevant section within the Meter Reading Department.
• Ensure a workflow management system is utilized to monitor and manage all queries relating to the section.
• Identify problem areas timeously and escalate to the Team Leader: Customer Support.
• Build a full property profile per query using historical and current data from various information sources including Deeds, Land Information Systems, Aerial photographic layers, water and sewer pipe layouts, meter installation history, meter reading, meter audit investigations and the billing system.
• Produce full account analysis from the billing system.
• Summarise the entire history of an account for distribution.
• Follow-up with various departments within Johannesburg Water and COJ to collect information and facts to resolve customer queries.
• Regular face-to-face, telephonic, electronic engagements with internal and external stakeholders.
• Provide initiation, progress and resolution feedback on all matters allocated to the section.
• Prepare accurate statistical based reporting on new, outstanding, and resolved work.
• Audit all work completed the Operations, Metering and Revenue and all other inputs for resolution of queries.
• Offer support to COJ to resolve all water and sewer queries. 

JOB REQUIREMENTS

Essential qualifications and experience: 

• Grade 12 (NQF 4)
• Customer Service/Finance Certificate (NQF 5)
• Must have at least 5 years in a municipal revenue environment of which 2 years must be related to Billing
• Must have knowledge in the various Management Information Systems namely: GIS/LIS and SAP ISU
• Experience using Microsoft Office (Excel, Word)
• Knowledge and interpretation of the Water Services By-Laws
• Valid Code B Driver’s License