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Customer Care Specialist Full-time Job

2023-05-27 07:05   Marketing & Communication   Nadi   547 views Reference: 3158
Job Details


Purpose of the Role:

  • To provide our community members and social carers with excellent customer experience to convert, retain and turn them into advocates.
  • Manage the day-to-day service needs via inbound and outbound calls, emails and chat
  • Work collaboratively with the Customer Care Team leader to achieve business common goals

Essential Duties & Responsibilities:

  • Onboard new members, converting them from sign up to 1st booking
  • Use outbound retention contact to resurrect users
  • Know the customer journey and communication along the journey
  • Provide effective and efficient 1st contact resolution to a variety of stakeholders over the phone, email, chats and social whilst proactively educating customer about our platform and community
  • Manage Tier 1 escalations and seeking to resolve them to the satisfaction of the customer
  • Know our key users personally – build rapport with them and log all feedback accurately with provided tool for analysis
  • Proactively provides user and product feedback and insights to their manager and the business
  • Proactively suggests process, products and people improvement
  • Use data to understand our users and to draw attention to key opportunities and blockages
  • Able to apply training to solve customer and business problems
  • Ability to retain information and use it to work autonomously with minimum supervision
  • Actively participate in and learn from all training and development opportunities
  • Proactively work with the Team to create FAQs & articles to ensure our customers are educated and aware of our products and processes
  • Create and publish communications that engage users with product, marketing and business
  • Provide admin and customer support to the team 

The ideal candidate must have:

  • Excellent oral and written communication skills
  • Passionate, Cool and Calm attitude
  • Able to hold conversation with different and diverse range customers
  • Articulate with attention to detail
  • Able to work under pressure with minimum supervision
  • Ability to follow and adhere to set processes and procedures
  • Ability to meet set KPI’s
  • At least 2 years’ experience in Customer Care/Contact Centre/Admin/Health Care role 

What to do:


Childcare & Outside School Hours Care, Client /Sales /Contract Administration, Customer Service Officer, Data Entry Staff, Front Office & Guest Services, Guest Services, Office Administrator, PA, EA & Secretarial, Receptionists, Reservations Agent, Sales Representatives and Consultants, Social Welfare / Child Protection etc, Ticketing Agents, Travel Agents/Consultants, Travel and Guest Reservations


Fiji Residents Only
Company Description
BTR (Fiji) Limited based in Votualevu, Nadi offers outsourced business services to organisations located overseas.
We have a dynamic team of highly skilled individuals who spread across from Reservations, Payroll, Finance, Administration Support, Recruitment & Selection, Data management, IT support, and more.
We pride ourselves as the employer of choice. If you have what it takes and would like to be part of our dynamic team, we would like to hear from you