Job Description & Skills/Qualifications Required
Vuvale Outsourcing in Suva City is looking for Experienced Customer Success Specialists 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.
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Join NowOur Australian clients are Australian lenders and finance brokers. Our team members in Fiji work alongside our clients’ internal teams based in Australia to handle the end-to-end loan application process and is an integral part of the client’s success.
DETAILS
Location: Suva, Fiji
Basis: Permanent Full-time
Roster: Monday – Friday: 10am – 7pm FJ with some evening and Saturday work. Transport home is provided each night.
Responsibilities
- Be the customers’ main point of contact, either by phone or email for all queries and questions relating to the application and assessment process.
- Maintain the online customer review process in line with the Review Manual.
- Manage the inbound email inbox and upload supporting information to applications from both third parties and applicants with urgency.
- Complete outbound phone calls to clients with a pending loan contract or information request and provide support as required.
- Provide technical support to customers to assist with the application process.
- Identify complaints from clients relating to the application process and submit them to the Complaints Register in line with the Complaints Policy.
- Assist the team in meeting team KPIs.
- Maintaining knowledge of current Credit Assessment policy and undergoing training as required to effectively help clients.
- Live the client’s culture of compliance and ensure all tasks are completed in line with both internal policy and external legislation.
- Attend and contribute to strategy meetings and system workshops as invited.
- Attend the daily team standup to understand operational changes, target tracking, and any other relevant information or notices.
- Engage in training and development provided to maintain required CPD hours, along with improving on-the-job skills and knowledge.
- Complete other ADHOC tasks as requested by Department Heads/Team Leader.
- Liaise with the Head of Credit Assessment to identify, report, and resolve any system issues impacting the Credit Assessment Team.
- Complete Monthly and Quarterly review surveys in a timely manner to assist in optimising the team and improve personal performance.
Reporting Responsibilities
- Complete monthly company training.
- Read, acknowledge, and understand any Training Notices or in-person training performed; or request more information when required.
Requirements:
Experience
- Minimum of 12 months of experience working in a call center serving Australian customers in the same or a similar role.
- Have experience working with an Australian lender.
Personal Attributes & Skills
Desirable Attributes
- Be caring – Take time to get to know the individuals in their team.
- Excellent communication skills.
- Strong emotional resilience.
- Be firm, but fair.
- Be results-oriented – performance standards are managed and maintained.
Job Summary
Frequently Asked Questions
What qualifications or education do I need to become a Customer Success Specialist in Fiji?
Most employers in Fiji require a diploma or bachelor's degree in business, marketing, communications, or a related field. Strong English proficiency and computer literacy are essential, with additional certifications in CRM software like Salesforce or HubSpot viewed favorably.
What does a typical day look like for a Customer Success Specialist?
You will spend most of your day managing client accounts, responding to customer inquiries via email and phone, and tracking satisfaction metrics through your CRM system. Regular check-ins with clients and internal teams to resolve issues and identify upsell opportunities are standard daily activities.
How does workplace culture in Fiji affect this role?
Fijian workplaces value respectful communication and relationship-building, so expect to invest time in nurturing long-term client connections. Hierarchical structures are common, meaning you should be comfortable reporting to supervisors while also demonstrating initiative in customer interactions.
What career progression opportunities exist for Customer Success Specialists in Fiji?
With experience, you can advance to Senior Customer Success Specialist, Team Lead, or Account Manager roles within outsourcing firms. Some professionals transition into sales, operations management, or move into regional positions with multinational BPO companies operating across the Pacific.
What benefits are typically offered for this role in Fiji?
Standard benefits usually include annual leave, sick leave, and public holidays as mandated by Fiji employment law. Larger outsourcing employers often provide medical insurance, pension contributions through the Fiji National Provident Fund, and occasional performance bonuses.
How should I apply and what do Fiji employers look for in candidates?
Submit your application through online job portals, company websites, or recruitment agencies active in Suva and Nadi. Employers prioritize candidates with demonstrated communication skills, resilience under pressure, and prior experience in customer service or BPO environments.
More Information
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Job Application Details
APPLICATION DETAILS
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