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 Experience Officer (Customer Success) is primarily responsible for delivering effective and efficient customer service to Water Authority of Fiji's (WAF) metered & non metered customers and addressing their queries in an effective and timely manner. The incumbent is also responsible for assisting the Customer Experience Unit in achieving customer satisfaction level targets. This position reports to the Senior Customer Experience Officer and to the Supervisor Customer Success.
- Quality and timely customer service provided to WAF's Customer Success function
- Thorough understanding of and adherence to professional standards requirements of the Customer Charter by Customer Experience Officers ensured at all times.
- WAF customer service standards and customer satisfaction targets achieved.
- Service order complaints attended to in a timely professional manner and appropriately managed.
- Timely effective resolution of customer complaints ensured.
- Customer correspondence and inquiries attended to within the stipulated timeframe Within the Customer Charter guidelines)
- Correct and timely billing statements issued to customers upon request.
- Customers efficiently updated on correct status of their accounts upon request.
- Timely and accurate billing notifications and timely payments for re-connections is ensured.
- Corrective actions applied in a timely manner.
- Collaborative work with Technical Officers/Technicians managed so billing complaints efficiently managed and revenue received.
- Customers updated on status regarding their accounts upon request.
- Revenue collection
- 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.
- Reconnection of meters arranged in a timely manner.
- Customer correspondence and enquiries attended to within the required 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 daily, weekly measurement reports etc.
- 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.
- Be flexible to work in different sub-section especially in Customer Hub in case of emergency.
- Other related duties assigned by the Senior Customer Service Representative Customer Success effectively and efficiently addressed.
- Organisational Values upheld and demonstrated at all times
- 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.
- Effective and professional service compliant with high WAF Customer Success service requirements ensured when serving customers daily.
- Payments collected from customers in a timely manner and correctly receipted through all WAF approved mediums of payment platforms including EFTPOS.
- All cash received accounted for in full compliance with Standard Operating Procedures.
- All payments received correctly and efficiently reconciled and balanced daily.
- All cash received banked on a daily basis after the required level of verification.
- All regional revenue collected, receipted accurately inputted in a timely manner.
- All receipts and daily collection summaries appropriately filed, accessible to superiors with safety always maintained.
- Faulty cashiering equipment and cashiering errors reported to SCXO within the required timeframe (GENTRACK System).
- All data entry, editing and/or updating of information correctly undertaken.
- un-reconciled items immediately reported to superiors for timely resolution
- Timely assistance provided in developing, implementing, reviewing, and improving Customer Success Cashier operational policies, processes and procedures
- Quality and timely reports to superiors documented and submitted when required.
Internal and external audits effectively assisted, and resolution of relevant audit issues effectively contributed to.
- The Applicant must possess a Degree in Commerce, Communication/Marketing/Business Management/Public Health/Education or Information System with a minimum of 6 months experience
OR - Diploma in Commerce, Communication/Marketing/Business Management/Public Health/Education or Information System with at least 1 year of relevant work experience.
- Excellent customer service and problem resolution skills
- Good understanding of GENTRACK system
- Proficiency in Microsoft Office software
- Effective communicator
- Proven ability to work effectively as part of a Team
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 27th March, 2026
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Customer Experience
Customer Success
