Lilongwe Water Board
The Lilongwe Water Board (Board) is a Statutory Corporation established in 1947 and reconstituted in 1995 under the Water Works Act (cap 72). It is responsible for the provision of water supply services to the City of Lilongwe and other surrounding areas designated as its supply area. In its quest for innovations and reforms in the water supply within Lilongwe City, in line with its strategic vision for growth and service delivery mandate, the Board has conceptualized the production of bottled water as one of the Government approved reform areas for Water Boards in Malawi. It is from this background that the Board invites applications from suitable, qualified, and experienced persons to fill the following vacant positions that exist at the Bottling Plant Unit within the Lilongwe Water Board Establishment:
Job Title: Customer Care Assistant
Grade: LWB 8
Department: Finance
Reporting to: Sales and Marketing Officer
Purpose of the Job
The Customer Care Assistant will be responsible for ensuring exceptional customer service and satisfaction for consumers of bottled water products.
Key Duties and Responsibilities
- Welcoming customers as they arrive at the bottling plant and help in selecting and purchasing bottled water products.
- Responding promptly to customer inquiries, complaints, and feedback received in person, via telephone, or through email, always ensuring courteous and professional service.
- Acquiring in-depth knowledge of bottled water products, including their features, benefits, and usage instructions, to effectively address customer questions and concerns.
- Educating customers on the quality, purity, and health benefits of bottled water products to promote sales and consumer confidence.
- Assisting customers in placing orders for bottled water products, processing payments, and arranging for product pickup or delivery as per their preferences
- Coordinating with the sales and logistics team to ensure timely order fulfillment and delivery to customers, resolving any issues or delays that may arise.
- Investigating and resolving customer complaints and issues regarding product quality, delivery discrepancies, billing errors, or other concerns, escalating complex cases to the appropriate officers as needed
- Following up with customers to ensure satisfactory resolution of complaints and to maintain positive relationships with customers.
- Building and maintaining strong relationships with customers by demonstrating empathy, attentiveness, and a willingness to address their needs and preferences.
- Engaging proactively with customers to gather feedback, suggestions, and insights to improve products, services, and the overall customer experience.
- Maintaining accurate records of customer interactions, transactions, and inquiries using CRM software or other tracking systems
- Managing order documents and bank proof of payments for on-site orders and contract sales
- Assisting in the preparation of sales reports, customer feedback summaries, and other administrative tasks as assigned by the Bottling Unit Marketing Officer
- Demonstrating outstanding commitment to service delivery programs of the Board by personally-identifying and reporting water bursts/leakages to customer care division of which verifiable repair records shall be tendered to be used as one of the components for
assessment during one’s performance appraisal time.
Minimum Academic and Professional Qualifications and Experience
- Relevant Diploma in Marketing, Hospitality or Administration or equivalent qualification. Additional certification or training in customer service is advantageous.
- At least 2 years’ experience in a customer service or retail environment is preferred.
- Excellent communication skills, both verbal and written, with proficiency in English and any other relevant languages spoken in the area
- Strong interpersonal skills, with the ability to build rapport and establish positive relationships with customers.
- Ability to remain calm and composed under pressure, with a customer-centric approach to problem-solving.
- Proficiency in basic computer applications, including Microsoft Office suite and CRM software.
- A positive attitude, a willingness to learn, and a commitment to delivering outstanding customer service.
Method Of Application
LWB is an equal opportunity employer. Therefore, both male and female persons who meet the prerequisite qualifications and experience are encouraged to apply.
Interested persons should submit their application with up-to-date detailed curriculum vitae, to reach the undersigned not later than the 30th April, 2024.
The Chief Executive Officer,
Lilongwe Water Board
P. O BOX 96
Lilongwe.
All late applications shall not be considered and only shortlisted candidates will be acknowledged.