CUSTOMER ONBOARDING OFFICER – Pacific Centrecom Fiji Limited

Job Description & Skills/Qualifications Required

About Us

Pacific Centrecom (Fiji) 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 provide outsourcing contact centre and back-office services to both local and international clients 24/7.

Our “Centre of Excellence” has engaged state-of-the-art technology to ensure the highest quality of customer service can be achieved and sustained into the future.

The Role – Customer Onboarding Officer – Suva

This role is responsible for providing an exceptional customer onboarding experience for our new customers including managing their learning journey and onboarding process. You will also help our customers to understand what our business can offer to their business to help drive their success.

What You Will Be Responsible For:

• Facilitate a smooth onboarding experience for customers and ensure clients are successfully installed in a timely manner.
• schedule customer ‘roll-out’ resources, including 3rd party partners.
• Proactively liaise with clients and manage their expectations.
• Liaise with the relevant internal teams (Sales and Roll-Out team) to ensure successful onboarding process.
• Assist the customers learning journey including staff, manager, and owner trainings.
• Liaise with the customers to get their menu tailored to their venue.
• Help customers to understand how the software can drive their business with other features, functionalities, and integrations.
• Assist with updating the company’s ‘learning’ site including adding, editing, and updating content.
• Work in conjunction with internal teams to promote the company’s ‘learning’ site.
• Complete all administration and documentation processes in a timely manner including keeping our CRM updated.
• Where required, contribute data for reporting purposes.
• Provide timely customer touch points to generate feedback to improve the software.
• Identify and communicate any potential opportunities to improve our internal onboarding tools that will help maximize an exceptional customer onboarding experience.
• Escalate any customer issues, concerns, or risks to your manager in timely manner.
• Actively contribute to and participate in professional development opportunities afforded by the company.
• Promote the values and behaviors expected of the business at all times.

Who Are You:

• Degree in Information Technology/Business Management with minimum 2years of experience in similar role and field.
• Prior experience in customer service roles required.
• Prior industry experience would be highly desirable.
• Some form of account management experience would be highly desirable.
• Good working knowledge of computers (Mac and PC) as well as MS Office Products required.
• Great communications skills essential (both verbal and written).
• Highly organized with a proven ability to work within fast-paced environments.

Remuneration and Benefits

• A secure career with a strong fast-growing company
• Competitive salary package
• Medical Insurance
• Access to discounted travel
• Ongoing career development and training
• Work in a fun and supportive team