Customer Service and Billing Specialist

About the role

SMEC is seeking a Customer Service and Billing Specialist to lead the assessment and improvement of water utility customer services and billing processes. The role will support the BTL E.P team in monitoring key performance indicators, preparing customer satisfaction surveys, and developing strategies to grow the customer base during construction phases.

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 data.
• Map average service hours across zones and evaluate record collection to report KPI performance.
• Prepare and assist in conducting the annual customer satisfaction survey.
• Develop standard operating procedures for customer management and billing services.
• Propose strategies to increase BTL E.P customers in parallel with construction activities.
• 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 calculating water production costs or tariff calculations.
• At least five similar urban water & sanitation assignments.
• Six years of experience in the Asia‑Pacific region; experience in Timor‑Leste is a plus.

Required skills

• Water production cost calculation
• Tariff calculation
• KPI reporting and analysis
• Customer data analysis and record management