Customer Service Officer

---

Job Description

The Fijian Broadcasting Corporation is Fiji's largest media company providing radio and television services in the country. The FBC today operates a network of six radio stations; two in each of the three major languages (i-Taukei, Hindi and English). FBC also has three television channels (FBCTV, FBC2 and FBC Sports HD).

The Customer Service Officer will provide exceptional customer service support to all Internal and External Customers.

Outcomes

Organisational Stakeholders
1. Administrative Support
Greet and welcome guests as soon as they arrive at the office Direct visitors to the appropriate person and office Answer, screen and forward incoming phone calls Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures) Provide basic and accurate information in-person and via phone/email Receive, sort and distribute daily mail/deliveries Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges) Order front office supplies and keep inventory of stock Update calendars and schedule meetings Arrange travel and accommodations Keep updated records of office expenses and costs Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Customer queries attended to in a timely manner Timely submission of death, community and client messages
2. Teamwork and cooperation
Cooperation with the teams and greater function / department demonstrated Cooperation across functions / departments achieved Work collaboratively and achieve the set targets and goals
3. Organization's image and value standards displayed and promoted
Collaboration with the other teams in the organization for the benefit of the organization Maintained image and value standards and enforce teamwork  Organization's image and values are maintained.

Responsibilities - Critical Competencies

Competence	Description
Business
Information Analysis	Make informed decisions by collecting and interpreting data and information
Documentation	Communicate using formal business writing.
Communication	Exchange information through verbal communication
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Relationship Building	Build beneficial relationships with suppliers and stakeholders.
Quality Focus	Deliver quality.
Organisational Values	Display the organisation's image and value standards.
Social and Cultural Awareness	Respond respectfully and effectively to people of different cultural and social backgrounds.
People
Team Orientation	Work in a team towards a common aim.
Problem Solving	Develop practical solutions to a situation.
Negotiation	Reach agreement through discussion and compromise.
Self-Management	Manage your priorities and objectives efficiently and effectively
Professional
Compliance	Comply with relevant laws and the policies and procedures of the organisation.
Operational
Health and Safety	Establish and maintain a safe and healthy work environment.

Qualifications

Qualification	Discipline	Notes
Preferred
Certificate	Administration	Office Administration
Desirable
Diploma	Administration	A diploma in Office Administration / Business Administration

Work Knowledge and Experience

1. Proven customer support experience or experience
2. Customer orientation and ability to adapt/respond
3. Excellent communication and presentation skills
4. Ability to multi-task, prioritize, and manage time effectively

Requirements

Language Proficiency
Excellent command of English

Interactions

Interaction	Comments
Internal
Management Team
All employees
HR
External
Customers
Suppliers
Stakeholders
Government authority
Clients

Attributes

Attribute	Definition
Behavioural Styles
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Interpersonal Styles
Extrovert	Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations.
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Holistic thinker	Considers issues/situations as a whole rather than analysing or dissecting the parts.
Well organised	Controls tasks in a well thought out and critical manner.