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 do I need to become a Customer Success Specialist at Vuvale Outsourcing in Fiji?
Most employers look for a diploma or degree in business, communications, IT, or a related field, though strong customer service experience can sometimes substitute for formal qualifications. Excellent written and spoken English is essential since BPO roles typically serve international clients. Certifications in customer experience or CRM tools (like Salesforce or Zendesk) are a plus but not usually mandatory.
What are the typical day-to-day responsibilities of a Customer Success Specialist?
You would manage client accounts, respond to customer queries via email, chat, or phone, monitor account health, and ensure customers achieve their desired outcomes with the product or service. The role also involves onboarding new clients, gathering feedback, escalating issues to technical teams, and maintaining accurate records in a CRM system. Meeting retention and satisfaction targets is often a key performance measure.
What is the work culture like for BPO roles in Fiji?
BPO companies in Fiji generally follow international client hours, which may include night shifts, rotating rosters, or weekend work depending on the client's timezone. Workplaces tend to be professional yet team-oriented, with emphasis on punctuality, reliability, and clear communication. Employers value adaptability and a positive attitude when dealing with diverse international customers.
What career growth opportunities exist for Customer Success Specialists in Fiji's outsourcing industry?
Specialists can progress into senior specialist, team leader, quality analyst, trainer, or account management roles within one to three years with consistent performance. The BPO sector in Fiji is growing, so experienced staff are often promoted internally or move into operations management. Building skills in data analysis, client relationship management, and leadership accelerates advancement.
What benefits can I expect as an employee in this role?
Standard benefits in Fiji typically include annual leave, sick leave, public holidays under the Employment Relations Act, and contributions to the Fiji National Provident Fund (FNPF). Many BPO employers also offer medical coverage, transport allowances for shift work, meal allowances, and performance bonuses. Specific benefits vary by employer, so confirm details during the offer stage.
How do I apply, and what do employers in Fiji look for during hiring?
Apply through the company's careers page or local job boards like Fiji Jobs or Seek with an updated CV highlighting customer service experience and communication skills. Employers typically assess English fluency, computer literacy, typing speed, and attitude through interviews and sometimes short assessments. Demonstrating professionalism, reliability, and genuine interest in customer outcomes helps you stand out.
More Information
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Job Application Details
APPLICATION DETAILS
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