Customer Care Consultant - Suva (IWS)

---

Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

Pacific Centrecom promotes growth for all of its employees by providing opportunities for growth. We want you to be successful at Pacific Centrecom, and we will strive to provide succession planning as well as development opportunities where possible. Employees of the company now have a wonderful opportunity to take advantage on.

Outcomes

Organisational Stakeholders
1. Customer Service Excellence
Provide exceptional customer service experiences through personalized support to internal and external customers Demonstrate strong communication skills in handling sensitive/emotive customer interactions Manage difficult customer situations with professionalism and empathy Generate solutions by proactively thinking alongside the customer Communicate effectively via phone and email with high accuracy and responsiveness
2. Operational Performance and Problem Solving
Work autonomously while supporting team objectives Utilize exceptional attention to detail in customer service environments Apply problem-solving and investigation skills to resolve customer questions quickly Develop prioritization skills to identify what to perform first and foremost Manage multiple customer requirements simultaneously Provide consistent service during variable shift schedules including weekends
3. Professional Development and Team Collaboration
Maintain ongoing learning and self-education commitment Build strong team player capabilities Support and interact effectively with colleagues Continuously improve customer service expertise Adapt to Microsoft Office environment with increasing proficiency
4. Compliance and Loyalty Development
Implement and adhere to Service Level Agreement standards Identify and fulfill customer needs consistently Contribute to building long-term customer loyalty Apply negotiation skills to achieve positive outcomes Demonstrate strong verbal and written communication in all customer interactions

Responsibilities - Critical Competencies

Competence	Description
Business
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Information Analysis	Make informed decisions by collecting and interpreting data and information
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Promotion	Promote the value of the products/services offered by the organisation.
Relationship Building	Build beneficial relationships with suppliers and stakeholders.
Quality Focus	Deliver quality.

Qualifications

Qualification	Discipline	Notes
Desirable
School Leaving	Year 12 & Year 13 pass

Work Knowledge and Experience

1. High attention to detail coupled with demonstrated problem solving and investigation skills.
2. Ability to multi-task and prioritize in identifying what to perform first and foremost.
3. Strong negotiation and excellent communication skills: verbal and written.
4. At least 1- 2 years of experience in a customer service environment is desirable.
5. Considerable working knowledge of Microsoft Word and Excel.

Requirements

Language Proficiency
Fluency in both written and spoken English
Regulatory Compliance Requirements
Police Clearance

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Enthusiastic	Shows high levels of excitement and interest, and expresses positive feelings.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Empathic	Has the ability to understand somebody else's feelings or difficulties.
Realistic	Shows concern for facts and reality, rejecting the impractical.
Team Oriented	Enjoys being with others as part of a group or team.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Decisive	Reaches conclusions, promptly and firmly.
Well organised	Controls tasks in a well thought out and critical manner.

Apply Now