Customer Service Officer - Australia Fiji Health Program

The Australian Government is supporting Fiji’s health sector through the Australia Fiji Health Program (AFHP, the Program) working with the Ministry of Health and Medical Services (MHMS). 

The program’s high-level End of Program Outcomes (EOPOs) are: 

• Improved systems are used by MHMS and health workers for evidence-based planning and resource allocation (workforce and budget), clinical care, digital health and medical supply chains; and 

• Targeted healthcare facilities equitably deliver improved primary health services, with a focus on sexual and reproductive health and rights (SRHR) and non-communicable disease (NCD) services. 

The funding for the program is approximately AUD 45million over 9 years (5 years, with an option to extend a further 4 years) and delivered through a range of activities (interventions) to achieve the program’s objectives where implementation modalities include technical advice, procurement of technical services and goods, minor works and infrastructure upgrades, capacity building and training support, support to Ministry led initiatives and innovations, and grants to civil society organisations (CSOs). 

AFHP is designed to support the MHMS achieve the goals and objectives in its Strategic Plan and Annual Operational Plans, and AFHP’s workplans are targeted to support specific components of the Ministry’s plans. 

Recent natural disasters such as cyclones, and public health emergencies in Fiji including COVID-19 have highlighted major challenges for pandemic preparedness and response during epidemics and other health emergencies. In this context, around 10% of program funding will be allocated for MHMS to assign to emerging needs and priorities as they arise. Funding may be allocated toward preparedness and responses to public health emergencies, or related opportunities for reform and innovation. 

Position Summary: 

To ensure the efficient and timely delivery of medical supplies to healthcare facilities, manage customer relationships, and support the overall health supply chain operations to meet clinical and operational needs. 

Key Responsibilities: 

Helpdesk Support

• Handle helpdesk queries via phone, email, ticketing systems, and web portals.

• Provide first- and second-line support for healthcare IT systems such on mSupply.

• Timely troubleshooting of hardware and software issues across hospital and health facilities impacting the mSupply and the supply chain activities. 

• Maintain and provide accurate records of incidents, resolutions, and follow-up actions.

• Onboarding & Training Development: Provide onboarding training materials and service guides to streamline staff integration and system usage.

• Escalate unresolved issues to relevant technical teams and ensure timely closure

• Provide onboarding and training of staff on system usage and protocols.

• Monitor helpdesk performance metrics and report to contribute to service improvement initiatives.

• Analyse the most common queries and escalate for further discussion. 

• Ensure compliance with data protection, confidentiality, and IT security policies.

Customer Service Support

• Respond to enquiries from healthcare providers, donors, and partners on product availability, orders, and deliveries.

• Track orders, manage backorders, substitutions, and recalls, and update stakeholders accordingly.

• Resolve customer complaints empathetically and escalate unresolved issues for closure.

• Maintain detailed records of transactions, service requests, and compliance documentation.

• Monitor inventory trends, flag shortages, and support inventory management

• Assist in onboarding and training healthcare clients and partners on supply chain systems and protocols.

• Analyze customer feedback and contribute to service improvement initiatives.

• Prepare monthly reports on supply chain KPIs, service performance, and complaint resolution metrics.

• Suppport any additional work assigned. 

Key deliverables:

• On weekly basis, assist the Coordinator to monitor the Tracer/Critical and Free Medicine Plan medical supplies stock status and provide report to the platform and Director FPBS. 

• Support in Dashboard reporting and share report as directed by Director FPBS. 

• Support in product recalls and ensuring affected facilities take necessary actions.

• Work with Supply Chain team to handle the near to expiry supplies by ensuring that the health facilities are well informed in advance on receiving and timely utilisation of near to expiry items.

• Provide update on out-of-stock situation on weekly basis to FPBS and to National Health Supply Chain Specialist.

• Track monthly KPI’s for the supply chain. Support in providing all KPI related reports and any reports agreed with the manager is completed within the first 5 days of the following/new month. 

• Respond and resolve customer services queries within the time frame agreed with your manager.

• Ensure timely closure of queries as agreed with the platform or FPBS.

• Ensure timely submission of any other reports as agreed with the platform or FPBS. 

Key Working Relationships:

Reporting to Director Fiji Pharmaceutical and Biomedical Supplies and collaborating with National Health Supply Chain Specialist (Platform).

Working closely with:

• Ministry of Health and Medical Services (MHMS)

• Health Facilities.

• Australia Fiji Health Program (Platform)

Selection Criteria:

Qualification:

• Diploma in management, business management or equivalent. 

• Prior trainings in customer relationship management or customer services will be an added advantage. 

Experience:

• 2 years of customer service experience in similar role (preferrable).

• Experience with Customer Relationship Management tools and helpdesk support system.

• Experience with incident management and reporting systems.

• Experience with Customer feedback systems.

• Familiar with Social Media Platform’s. 

• Excellent communication and problem-solving skills.

• Experience in working under pressure in a fast-paced organization. 

Knowledge and Skills:

• Strong verbal and written communication skills.

• Excellent problem-solving and conflict resolution abilities.

• Attention to detail and organizational skills.

• Ability to multitask in a fast-paced, high-stakes environment.

• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).

• Knowledge of supply chain workflows and order fulfillment processes.

Personal Attributes:

• Empathy: Understands the urgency and emotional weight behind healthcare-related requests and responds with compassion.

• Adaptability: Thrives in dynamic environments where supply chain disruptions or urgent medical needs require quick pivots.

• Attention to Detail: Ensures accuracy in order processing, documentation, and communication critical in healthcare logistics.

• Resilience: Maintains composure under pressure, especially when dealing with time-sensitive or high-stakes situations.

• Proactive Mindset: Anticipates potential issues (e.g., stockouts, delays) and takes initiative to resolve them before they escalate.

• Strong Communication: Clearly conveys information to both clinical staff and internal teams, bridging gaps between departments.

• Team-Oriented: Collaborates effectively with procurement, warehouse, and clinical personnel to ensure seamless service.

• Integrity: Upholds confidentiality and compliance with healthcare regulations and policies. 

• Customer-Centric Attitude: Prioritizes the needs of healthcare providers and patients, aiming to enhance service quality.

• Problem-Solving Skills: Navigates complex logistics challenges with creativity and resourcefulness.

How to Apply: