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Organisation Summary

The Fijian Competition & Consumer Commission (FCCC) is an independent statutory body established under Section 7 of the FCCC Act 2010 that promotes effective competition and informed markets, encourages fair trading, protects consumers and businesses from restrictive practices, controls prices of regulated industries and other markets where competition is lessened or limited.

Purpose & Nature of Role

The Primary purpose of the Customer Service Officer is to provide exceptional customer service support to all FCCC Internal and External Customers through handling customer complaints as per FCCC Operating Procedure.

Key Results Areas (KRAs)

• Attending to consumers, businesses and stakeholders to clarify their issues.
• Assess and received complaints which has merits or may have possible breach of Act.
• Timely updating or getting updates of cases on the Case Management System (CMS)
• Preparing timely reports.
• Recommending correct and sound advice to FCCC.
• Propose for continuous improvements in customer service area.
• Assist in promoting the work of FCCC

Key Accountabilities

• Ensure all FCCC customers are satisfied through exceptional Customer Services;
• Attend to and take appropriate actions in resolving customer complaints;
• Lead an efficient and effective management/planning of Customer Services in terms of aligning the Customer Services deliverables with the Corporate Mission, develop, review and realign business process;
• Manage, assess and address the Customer Service levels against customers' demands in line with FCC Customer Service in terms of measuring, monitoring, reporting and improving service performance to meet business requirements and measuring customer satisfaction.
• Ensure Customer Services are managed against performance criteria in terms of monitoring performance against established targets;
• Manage the Customer Complaints data entry and data validation;
• Carry out any other work as delegated by the Manager Corporate Services and Divisional Heads.
• Ensure all Occupational Health & Safety procedures are followed according to the Health and Safety at Work Act 1996 while carrying out hazardous work outside or within the Office Premises.
• Ensure all the hazards concerning the area of work are highlighted prior to the Department Manager.
• Ensure Innovation and continuous improvement and business excellence strategies are implemented on a random basis to achieve the desired outcome of FCCC.
• Any other duties that may be assigned by the Supervisor within the scope of the Customer Service Officer role.

Qualification

A Diploma in Administration, Marketing, Computing or a similar discipline .

Knowledge and Experience

• Comprehensive work experience of 2 or more years and above in the field of compliance.
• Knowledge on how to take in complaints.
• Exceptional report writing skills.
• Knowledge of Fijian Competition and Consumer Commission Act 2010 will be an advantage.
• Recognized ability to work as part of a team.
• Demonstrated rational and logical thinking; ability to creatively and quickly find solutions to problems
• Good listening, interpersonal, written and oral communication skills.
• Ability to work on own initiative or as part of a team.
• An energetic, creative, and collaborative approach to working and problem solving.
• Must be able to work in a team environment as well as independently.
• Able to prioritize, anticipate, and deliver multiple, sometimes competing objectives under tight deadlines.