8 jobs found

About Us Centrecom (Pte) Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provider outsourcing contact centre and back-office services to both local and Intenational clients 24/7. Our “Centre of Excellence” has engaged state-of-the-at technology to ensure the highest quality of customer service can be achieved and sustained into the future. The role - Head of People & Culture (Suva) This role will p rovide leadership and oversight to the P&C department, ensuring the effective management of all P&C functions, fostering a positive work environment that supports staff retention and engagement, and driving HR initiatives aligned with the organization's goals. Key responsibilities Provide leadership and oversight to the P&C department, ensuring effective management of all P&C...

Key Responsibilities: Professionally handling inbound calls for our clients and positively representing their brand. Promptly and efficiently taking and relaying messages to clients. Being a reliable team player with a helpful and positive attitude. Offering a warm phone presence, bringing your best self to work. Providing an exceptional level of customer service. Proactively think along with the customer to resolve their questions quickly. Compliance with the Service Level Agreement and focused on customer loyalty. Ability to deal with sensitive/emotive situations while identifying and fulfilling the customers’ needs. Ability to deliver product knowledge to customers, incorporating all company services. Ability to find solutions when there are changes in circumstances or requirements. Strengthening existing guests’ relationships while building new connections with potential guests. Essential Skills and Experience: Prior experience working in...

About Us Centrecom Pte Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provider outsourcing contact centre and back-office services to both local and international clients 24/7. Our “Centre of Excellence” has engaged state-of-the-at technology to ensure the highest quality of customer service can be achieved and sustained into the future. Key responsibilities We are now looking for exceptional talent to join our growing organization and share in the success of this venture. This role serves as a crucial element in the support of the Sales and CX functions, managing master data for new businesses, amendments, and cancellations. You will be responsible for providing exceptional customer service and managing data entry and maintenance using dedicated systems like Salesforce. This role requires a meticulous approach,...

Key Responsibilities:- Real-Time Operations Monitor live contact center activity and adjust staffing to maintain service levels. Track agent adherence and queue performance, making intraday schedule adjustments. Communicate staffing needs and performance concerns to team leads. Provide real-time insights from Voice of Customer (VOC) and share emerging trends. Produce daily “End of Day” reports highlighting schedule exceptions and performance metric. Reporting & Analytics Design, maintain, and enhance dashboards and reporting tools. Analyze KPIs and performance trends to support operational and strategic decisions. Collaborate with Workforce Planners and Operations Analysts to improve scheduling accuracy. Ensure timely and accurate delivery of daily, weekly, and ad hoc reports. Provide feedback and recommendations for continuous improvement. Key Performance Indicators (KPIs) Intraday service level...

About Us: Get Picked Up is a fast-growing, Australian-owned transport company providing reliable, pre-booked transport for NDIS participants, insurance clients, and corporate travel. We're expanding our Fiji team to support operations and ensure smooth service for both drivers and customers. About the Role: We’re looking for a motivated and results-driven Driver Onboarding Agent to join our team in Fiji. In this role, you will be responsible for onboarding new drivers, ensuring all operational and documentation requirements are completed accurately and efficiently. You’ll play a key part in achieving onboarding targets by guiding drivers through the process, providing ongoing support, and maintaining high service standards. This role suits someone who thrives under pressure, solves problems quickly, and is committed to delivering results. Key Responsibilities: Onboard new drivers, ensuring all documentation and system requirements are completed accurately...

Key Responsibilities:- 1. Team Leadership and Development Lead, motivate, and develop a team of Customer Care Consultants Conduct regular one-on-one coaching sessions and performance reviews Implement training programs to enhance team skills and knowledge Foster a positive team environment that promotes collaboration and high performance Manage team schedules, breaks, and resource allocation 2. Performance Management and Quality Assurance Monitor team performance metrics and KPIs to ensure targets are met Conduct quality monitoring and provide feedback on customer interactions Implement improvement plans for underperforming team members Ensure compliance with company policies and procedures Drive continuous improvement initiatives to enhance service quality 3. Operational Excellence Oversee daily operations and ensure smooth workflow processes Handle escalated customer issues and complex problem resolution...

The Role - Quality Assurance & Training Analyst We are seeking a dynamic and experienced Quality Assurance & Training Analyst to join our growing organization and lead our Customer Care team supporting the Sales and CX functions. This role ensures operational excellence through comprehensive quality monitoring, training delivery, and performance development across eCommerce and Customer Service accounts. This role combines quality assurance oversight, training facilitation, nesting support, and hands-on workflow coverage to maintain minimum 95% quality standards and drive continuous improvement. Key Responsibilities Quality Monitoring & Evaluation Conduct a minimum of two quality evaluations per workflow per agent each week across all channels, using consistent scoring for accuracy, compliance, soft skills, and customer experience Maintain a minimum 95% quality standard and complete all evaluations within 24 hours...