Senior Agent - Ecommerce [Suva]

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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.

Centercom 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 Management
Manage incoming calls, escalations, and schedule cases They must accurately track and respond to complex requests and provide top-quality customer service to callers
2. Performance & Productivity
Meets productivity standards; completes work in a timely manner; strives to increase productivity; and works quickly Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time, or notifies the appropriate person with an alternate plan
3. Training & Development
Support the quality and training department Provide real-time training when there are new customer service representatives, providing troubleshooting guidance and customer service mentorship when required
4. Cross-Functional Collaboration
Collaborate with relevant departments/colleagues on various people initiatives Support the Customer Success Manager to highlight operational risks and areas for improvement Escalate any appropriate problems to Team Leader
5. Technical Support
Helpdesk and support to the agents

Responsibilities - Critical Competencies

Competence	Description
Business
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Communication	Exchange information through verbal communication
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Quality Focus	Deliver quality.
People
Leadership	Utilise a leadership position to influence people and events and to increase performance.
Negotiation	Reach agreement through discussion and compromise.

Qualifications

Qualification	Discipline	Notes
Desirable
Certificate	Administration, Year 12 & Year 13 pass

Work Knowledge and Experience

1. A minimum of one year of experience with an account, preferably Veolia.
2. Leadership experience will be an added advantage.
3. Completion of the Team Leader and Senior Agent courses on Moodle.
4. Experience in processes is an added advantage.

Requirements

Language Proficiency
Must have excellent written and oral skills.

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.
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.
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.
Interpersonal Styles
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Decisive	Reaches conclusions, promptly and firmly.
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Well organised	Controls tasks in a well thought out and critical manner.

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