Customer Success Manager- Ecommerce- Nadi

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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.

The Role of Customer Success Manager will oversee Customer Care Consultants to ensure positive morale and efficient daily operations. The incumbent will provide service to our clients and customers by developing and implementing best call centre methods and procedures. In addition, you will be required to make suggestions for system and process improvement based on your knowledge of daily and ground operations.

Outcomes

Organisational Stakeholders
1. Department/Division managed effectively
Management through the organisation performance management system Internal procedures and guidelines maintained Budget preparation, monitoring and management Risk management planning and assessment
2. Informed management and other stakeholders
Provide technical / professional  advice to clients and other stakeholders Conduct research and compile reports for management
3. Leadership of the division / department [People]
Workforce that are productive, efficient, motivated and supported Safe, healthy and environmentally aware workforce
4. Organisation's image and value standards demonstrated and promoted
Collaborate with other teams in the organisation for the benefit of the organisation Monitor and encourage team members to uphold image and value standards Uphold and demonstrate the organisation's image and values
5. Procedures developed, monitored and implemented
Develop, monitor and implement procedures to improve the efficiency of the team's work and to better meet the customer's need Implement and monitor risk management procedures
6. Team Management
Prepare work plans (annual, monthly and weekly basis) Delegate work and supervise staff Provide guidance
7. Teamwork and cooperation
Cooperation within the team and greater function / department Cooperation across functions / departments Work collaboratively to achieve the set targets and goals
Product's Stakeholders
1. Service provider relationships and contracts effectively managed
Service agreements and contracts administered Service level agreements developed to meet the needs of the organisation Monitor and manage contracts
2. Statutory and operationally compliant organisation (department / division)
Statutory and regulatory compliant Compliance with operational procedures Risk compliant

Responsibilities - Critical Competencies

Competence	Description
Business
Business Performance	Manage the performance of the organisation.
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Resource Management	Deliver results through the efficient and effective allocation and use of supplies , equipment and people.
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Commercial Focus	Optimize the commercial viability of the organisation.
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
Leadership	Utilise a leadership position to influence people and events and to increase performance.
Team Orientation	Work in a team towards a common aim.
Problem Solving	Develop practical solutions to a situation.
Professional
Compliance	Comply with relevant laws and the policies and procedures of the organisation.

Qualifications

Qualification	Discipline	Notes
Preferred
Degree	Business and Management, Degree in Business or Commerce, Business Management or Business Administration or related fields

Work Knowledge and Experience

1. A minimum of 3 years of experience in a related field, with at least five (5) years of BPO management and experience in handling one or more of the following: Airline Reservations, Customer Service, Market Research, Travel, or Vehicle Rental Accounts.
2. Knowledge of computer software and tools relevant to BPO operations.
3. A Certification in Six Sigma is desirable

Requirements

Language Proficiency
Excellent command of English
Must have excellent written and oral skills.
Regulatory Compliance Requirements
Police Clearance
Relevant certifications, registrations, and licenses may be required.
Available to work on a roster basis covering 365 days a year.. Excellent communication skills (verbal and written). Maintains expert-level awareness of product, system, and client updates.
Strong organization skills with a problem-solving attitude.. Excellent written and verbal communication skills.. Attention to detail.

Interactions

Interaction	Comments
Internal
All employees
Management Team
Clients

Attributes

Attribute	Definition
Behavioural Styles
Accepting/compliant	Shows a willingness to go along with things and a compliance with expectations.
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Achiever	Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Energetic	Constantly active and driven to put in effort. Works hard to promote an enterprise.
Enthusiastic	Shows high levels of excitement and interest, and expresses positive feelings.
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.
Extrovert	Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations.
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
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
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Challenger	Queries, tests information/beliefs and provokes thought.
Decisive	Reaches conclusions, promptly and firmly.
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Flexible/Adaptable	Readily accommodates changing circumstances, modifying own behaviour and/or views. Able to adjust easily to new conditions.
Holistic thinker	Considers issues/situations as a whole rather than analysing or dissecting the parts.
Initiative	Takes action and makes decisions without the help or advice of other people.
Numerate	Shows abilities in quantitative thought and expression.
Reflective	Takes a thoughtful and deliberative approach.
Well organised	Controls tasks in a well thought out and critical manner.

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