Senior Agent – Customer Service
- Vuvale Outsourcing, a BDE Group company
- Nabua, Fiji
- Feb 09, 2025
Job Description & Skills/Qualifications Required
Vuvale Outsourcing in Suva City is looking for an Experienced Senior Agent in the Customer Service Industry with work experience in the Outsourcing Industry to join their 50+ person team.
In Fiji, we operate a professional purpose-fitted work environment in Nabua Suva, with local Human Resources management and transport home for evening shifts. You will be a part of the 50+ strong Vuvale team, but also part of an overall international team.
Our Australian clients are Australian retailers. Our team members in Fiji work alongside our clients’ internal teams based in Australia to assist our customers whilst providing the customers with an excellent customer service experience.
The ideal candidate will be a strong communicator with a minimum of 24 months of previous experience as a Senior Agent in an Australia / New Zealand-facing call center and have experience in Customer Service.
DETAILS
Location: Suva, Fiji
Basis: Permanent Full-time
Roster: Monday to Friday 10.30 am – 7.30 pm. Occasional Saturday shift. Transport is provided after each shift.
RESPONSIBILITIES
· Lead a team of agents.
· Support agents with questions or concerns
· Train or retrain team members as required.
· Take escalated calls from customers and resolve issues raised.
· Conduct call quality reviews.
· Various other tasks identified by management.
· Liaise with Client and Senior Management.
· Track customer orders and provide updates accordingly.
· Cancel orders and process refunds.
· Liaise with Store representatives, Managers, and State Managers to resolve queries raised.
EXPERIENCE / SKILLS
· Experience in the outsourcing Industry dealing with Australian customers.
· Minimum of 2 years’ experience in the Customer Service field.
· Outstanding communication skills, both on the phone and by email.
· A highly enthusiastic and energetic approach.
· Able to work independently with a remote team in Australia.
· Solid computer skills.
· Experience adhering to various credit and privacy requirements.
· Previous experience managing a team and driving performance.
· Experience using Magento and Pronto will be an added advantage.
Interviews commence immediately.
Apply now by clicking APPLY NOW or visiting https://bde.zohorecruit.com.au/jobs/Careers
Job Functions
Industry
Job open to:
Vuvale Outsourcing provides consulting and outsourced services to businesses in the areas of technology, software development, workflow automation, customer service, finance assessment, debt recovery and accounting. The company is led by an Australian based Executive Team, supported by a talented international workforce based in Australia, Fiji, the Philippines, Sri Lanka, and the United Kingdom.
“At Vuvale Outsourcing, we are redefining what it is to Outsource and Offshore.
We strive to maintain an environment where outsourcing is not a compromise to having a local in-house team - where your offshore team is reliable, succeeding and tightly integrated into your local team and systems.”
In Fiji, Vuvale provide a professional work environment, all required equipment, local H.R. / payroll management and employee transport logistics. Vuvale’s clients benefit from our offshore experience, technology innovation, as well as the stability and local relationships gained during our involvement with successful Fiji operations for over 15 years.
The Vuvale team brings excellence to everything we touch, relying on our team’s dedication, years of diverse experience and exceptional culture. Through our network of expert partners across the globe, Vuvale have access to the facilities, equipment and human talent needed to support our clients with a smooth transition to their overseas remote office.
Vuvale Outsourcing is a subsidiary of BDE Group. BDE Group is based in Brisbane, with clients throughout Australia.