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 responsible for delivering high-quality frontline customer service and administrative support to customers of the Water Authority of Fiji.
The role supports customer satisfaction, revenue collection, complaint resolution, service order coordination, billing support, cashiering operations, customer onboarding, and customer engagement activities in accordance with WAF policies, Standard Operating Procedures (SOPs), Customer Charter standards, and service delivery KPIs.
The incumbent plays a critical role in ensuring customers are professionally assisted, accurately informed, and effectively supported across all customer touchpoints while contributing toward improved customer satisfaction, operational efficiency, and revenue protection outcomes. This position reports to the Supervisor Customer Success through the Senior Customer Experience Officer – Customer Success.
- Customer Service Delivery & Complaint Resolution
- Deliver professional, courteous, and timely customer service aligned with WAF Customer Charter
- Attend to customer enquiries, complaints, applications, requests, and service orders through approved customer channels.
- Provide accurate information relating to:
- Billing and payments
- Water and wastewater services
- New connections
- Metering matters
- Payment arrangements
- Service disruptions
- Customer account status
- Escalate unresolved or complex customer issues within required timelines.
- Maintain regular communication and updates with customers until matters are resolved.
- Ensure all customer interactions are properly recorded within approved systems.
- Customer Account Administration & Revenue Support
- Assist customers with account applications, account updates, and service requests.
- Support accurate billing administration and customer account maintenance.
- Assist with payment arrangements, reconnections, and debt recovery support activities.
- Issue bills, receipts, notices, and customer correspondence accurately.
- Support revenue collection initiatives and customer awareness on outstanding balances.
- Ensure compliance with approved cashiering and revenue collection procedures.
- Cashiering & Payment Processing
- Collect, receipt, reconcile, and process customer payments through approved WAF payment platforms including EFTPOS and digital channels.
- Balance daily collections and prepare banking documentation in accordance with SOPs.
- Maintain secure custody of cash and payment documentation.
- Report cashiering discrepancies, system issues, or faulty equipment immediately.
- Maintain accurate records and filing systems for audit and compliance purposes.
- Assist with internal and external audit requirements when required.
- Service Co-ordination & Operational Support
- Coordinate with Customer Hub, Billing, Metering, Operations, and technical teams to facilitate timely resolution of customer issues.
- Monitor and follow up on service orders to ensure timely completion.
- Escalate critical customer matters including prolonged no water supply, sewer overflows, and urgent operational issues.
- Support customer awareness and community engagement activities when required.
- Assist during emergencies, disasters, intermittent supply events, and operational disruptions.
- Organisational Values upheld and always demonstrated
- Prepare accurate daily, weekly, and monthly operational reports.
- Maintain accurate records and documentation within approved systems.
- Ensure compliance with:
- WAF policies
- SOPs
- Customer Charter
- Occupational Health
- Safety requirements
- Data confidentiality
- Provide timely information and updates to supervisors and management.
- Support toward the alignment of deliverables to organisational values and strategic directions
- Teamwork & Organisational Values
- Work collaboratively across Customer Experience and other business units.
- Demonstrate professionalism, integrity, accountability, and customer-centric behaviours.
- Support a positive team culture and continuous improvement initiatives.
- Be flexible to work across different locations, customer centres, or operational support functions when required.
- Participate in training and capability development initiatives.
- The Applicant must possess a Tertiary Degree in Business Administration, Commerce, Communications, Hospitality & Marketing with limited experience or a Diploma in same discipline with more than 1 year experience relevant field.
- Excellent customer service and interpersonal skills.
- Strong verbal and written communication skills.
- Problem-solving and conflict resolution ability.
- High attention to detail and accuracy.
- Ability to work under pressure and manage competing priorities.
- Ability to work independently and collaboratively within teams.
- Strong ethics, professionalism, and accountability.
- Good understanding of customer service operations and cashiering procedures.
- Knowledge of billing and revenue collection processes.
- Familiarity with Gentrack or similar customer management systems.
- Proficiency in Microsoft Office applications & AI Tools.
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 05th June, 2026
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Customer Experience
Customer Success
