Overview
Customer Service and Billing Specialist Jobs in Dili, Timor-Leste at SMEC (an SJ Group company)
Title: Customer Service and Billing Specialist
Company: SMEC (an SJ Group company)
Location: Dili, Timor-Leste
About SMEC
For 75 years, SMEC has built a reputation as a trusted partner on major transport and energy infrastructure projects around the world. Our design leaders and specialist teams draw on deep expertise and experience delivering projects across a range of diverse environments, from some of the world’s most remote locations to some of the densest urban surroundings.
We understand the value of relationships to ensure that we comprehensively address all requirements at each stage in a project’s development. By closely collaborating with our clients, contractors, subcontractors and asset operators, we deliver commercially informed design thinking through local specialists who understand on-the-ground context and industry expectations.
We stand apart through our historically diverse, globally connected workforce, operating out of more than 40 countries with strong local relationships.
Our diverse workforce of professionals are highly respected experts who bring talent, experience and passion to their fields. Challenging boundaries, we look beyond the project scope to ensure we leave a positive impact in the communities we live and work in and allow present and future generations to thrive.
About the Role
The Customer Service and Billing Specialist assess the BTL E.P coverage, customer growth, monthly consumption by category, the response rate to complaints, water quality, and service continuity. Review the adequacy of customer records, meter readings, and billing. Mapping the average service hours across the zones and adequacy of records collected by the BTL E.P to report the KPI. Prepare for customer satisfaction survey and assist the BTL E.P in conducting the survey annually, including the commencement and completion of the project. Prepare SOP on customer management and billing services. Propose an attractive strategy to increase the number of BTL E.P customers in parallel with the construction phase. Report the performance of customer services.
Qualifications and Experience
- Master’s degree in the related field and
- At least 13 (thirteen) years of extensive experience in Water Utility Customer Services.
- Experienced in calculating the cost of water production or tariff calculation. Relevant training will be considered an advantage.
- Has completed at least 5 (five) similar (relevant) urban water & sanitation assignments in a similar position.
- Has at least six years of experience in the Asia-Pacific Region. Work experience in Timor-Leste and knowledge of the administrative system and government organization is an advantage.
