CUSTOMER SUCCESS SPECIALIST – Vuvale Outsourcing, a BDE Group company

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.

Our 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.