Responsibility of the Customer Service Desks
The Customer Service Front Desk shall be divided into four desks and shall adhere to the following responsibilities:
- Complaint Desk (CD)
- Attend to the clients both in person as well as through calls.
- Keep record of the complaints and grievances the clients have lodged
- Share/inform/assign the responsibility to the division/section heads concerned through online systems and calls.
- Follow Up Desk (FUD)
- Constantly check in the system if the issues/complaints lodged in the previous day have been resolved.
- Follow up with the division/section heads on the un-attended issues
- Submit a daily report to the supervisor.
- Approval Services Desk (ASD)
- Attend to clients applying for approval services
- Check if the clients have all the documents required for approval s/he is seeking.
- Receive service fee and deposit it to Revenue Section
- Ensure that the applications reach the relevant divisions/sections along with all the necessary documents.
- Ensure that the approvals are obtained within specified turn-around-time duration
- Inform and deliver approvals to the clients after the fees have been deposited.
- Water Billing Desk (WBD)
- Collect water bills and deposit it to revenue accounts;
- Keep record of the daily revenue receipts and tally with the revenue section on a daily basis;
- Carry out other tasks as may be assigned by management/supervisor.