The Water Authority of Fiji is a corporate body established under the Water Authority of Fiji Act 2007 to make provision for the effective management and administration of the Water and the wastewater systems.
We are responsible for providing access to quality drinking water and wastewater services to over 159,000 and 33,540 residential and non-residential metered customers in the urban areas of Fiji and also setting up water supply systems in rural areas.
The Customer Billing Officer is primarily responsible for delivering efficient customer service to water-meter customers and addressing their queries in an effective and timely manner. The incumbent is also responsible for assisting the Customer Billing Unit in achieving customer satisfaction level targets. This position reports to the Senior Customer Billing Officer
- Efficient and effective Customer Billing service delivery
- Thorough understanding of and adherence to professional standards requirements of the Customer Charter ensured at all times
- WAF customer service standards and customer satisfaction targets achieved
- Timely and accurate delivery of the following ensured:
- Serial number and positions updated correctly
- Bulk uploading completed accurately with double checks done on dates.
- One on one validation of worksheets provided by the estimation team conducted accurately
- All rechecks updated in a timely manner with no crossover in billings
- Check list updated in a timely manner and submitted to Senior Customer Billing Officer for validation
- Customer billing notifications via email and/or mail (Post Fiji)
- Ensuring timely payments for re-connections
- Issuance, of billing statements to customers upon request in a timely manner
- Unbilled customers cleared before month end
- Effective collaboration with operations personnel ensured to effectively meter challenges such as buried meters, locked gates etc. in order to clear unbilled customers within the required timeframe
- Customers updated on status regarding their accounts upon request
- Service order complaints attended to in a timely professional manner and appropriately managed
- Timely effective resolution of customer complaints ensured
- Increase in customer service level
- Professional presentation with adherence to all WAF customer service standards ensured
- Service order complaints attended to in a timely manner
- Accounts flagged for disconnection for lapse of payments by due dates.
- Reconnection of meters arranged in a timely manner upon receipt of payments
- Customer correspondence and enquiries attended to within the 120 hours timeframe
- Timely, relevant and compliant reporting
- All internal and external (if any) reporting requirements associated with the outcomes of this role fully understood and correctly executed
- Robust and relevant periodic reports prepared and submitted in a timely manner. This includes but is not limited to monthly report on service order, unbilled accounts report and monthly billing process report.
- Superiors provided with useful information combined with analysis and interpretation, for the purpose of decision making
- Ad-hoc information request by superiors addressed in a timely manner
- All internal and external (if any) reporting requirements associated with the outcomes of this role fully understood and correctly executed
- Teamwork and cooperation
- Cooperation within the team and greater function / department achieved. This may involve participation in community engagement/awareness initiatives
- Cooperation across functions / departments is ensured
- Worked collaboratively to achieve the set targets and goals
- Work collectively with other CX business unit during emergency
- Other related duties assigned by the Senior Customer Billing Officer, effectively and efficiently addressed
- Organisational Values upheld and always demonstrated
- Support toward the alignment of deliverables to organisational values and strategic directions ensured
- Organisational values and good corporate and governance practices are complied with in delivering outcomes ensured
- Degree in Commerce or related with at least 2 years’ experience
OR - Diploma in Commerce or related with at least 3 years’ experience
- Excellent customer service and problem resolution skills
- Good understanding of Gentrack system
- Proficiency in Microsoft Office software
- Effective communicator
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 5th December, 2025
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Customer Experience
Customer Billing
