Customer Service and Billing Specialist

About the role

SMEC is seeking a Customer Service and Billing Specialist to support its water utility operations. The role focuses on assessing service coverage, monitoring customer growth, and ensuring accurate billing and water quality reporting.

Key responsibilities

• Assess BTL E.P coverage, customer growth, monthly consumption by category, complaint response rates, water quality and service continuity.
• Review the adequacy of customer records, meter readings and billing processes.
• Map average service hours across zones and report KPI performance.
• Prepare and assist with the annual customer satisfaction survey.
• Develop SOPs for customer management and billing services.
• Propose strategies to increase BTL E.P customers during construction phases.
• Report on overall performance of customer services.

Required profile

• Master’s degree in a related field.
• Minimum 13 years of experience in water utility customer services.
• Experience in water production cost calculation or tariff calculation.
• At least five similar urban water & sanitation assignments.
• Six years of experience in the Asia‑Pacific region; Timor‑Leste experience is an advantage.

Required skills

• Water production cost calculation
• Tariff calculation
• Customer records management
• Meter reading verification
• KPI reporting
• Customer satisfaction survey design
• SOP development