Part-Time Customer Engagement Officer

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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 Engagement Officer will be responsible for managing customer inquiries, engaging with potential customers, and facilitating feedback on FBC's digital products.

Outcomes

Organisational Stakeholders
1. Customer Services
Respond to and resolve customer inquiries in a timely and professional manner, ensuring a positive and supportive experience. Actively engage with potential customers, providing information and guidance about FBC’s digital products. Collect and relay customer feedback to internal teams (Radio, TV, Sales, News), ensuring that customer insights are aligned with business goals. Monitor and evaluate customer interactions to identify opportunities to improve satisfaction and resolve issues effectively.
2. Promote Digital Products
Inform customers about FBC’s digital product offerings, highlighting key features and benefits that align with their needs. Tailor product recommendations based on customer inquiries, ensuring relevance and value for each individual or business. Utilize various communication channels (phone, email, chat) to maintain consistent and clear information about product advantages.
3. Teamwork and cooperation
Cooperation with the teams and greater department demonstrated Cooperation across departments achieved Work collaboratively and achieve the set targets and goals Work closely with internal teams (Sales & Marketing, TV, Radio) to ensure that customer needs are addressed and align with business strategies.
4. FBC's image and value standards demonstrated and promoted
Collaborate with other teams in the organisation for the benefit of the FBC Monitor and encourage team members to uphold image and value standards Uphold and demonstrate the FBC's image and value
Product's Stakeholders
1. Operational and statutory compliance
Statutory compliant to laws and regulations Health and safety compliance Environmental compliance Operationally compliant to the organisation's policies and procedures

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
5. Ability to work independently 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.

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