BTR Fiji/Our Pacific Office is a leading outsource company dedicated to providing top-notch talent to our clients worldwide. We pride ourselves on delivering excellent service and support to our valued clients while maintaining a culture of teamwork, integrity, and innovation.
We are currently seeking a motivated and detail-oriented Client Services Support Officer to join our dynamic team. As Client Services Support Officer, you will provide crucial customer help desk support to our clients in the tourism industry, focusing on booking engines, ticketing, websites, and applications, while also ensuring efficient claims processing and delivering exceptional customer service.
- Initial point of contact for client technical support (phone/email).
- Maintain in-depth knowledge of client and their services.
- Remote troubleshooting using diagnostic methods.
- Determine solutions based on client-provided information.
- Guide clients through problem-solving.
- Escalate unresolved issues to higher support levels.
- Provide accurate IT product/service information.
- Record events and resolutions in logs.
- Update and follow up on client status.
- Relay client feedback to internal teams.
- Identify procedure improvements.
- Ensure smooth operational processes.
- Share knowledge and train peers.
- Perform other directed duties.
- Assist with internal testing of new features.
- Provide after-hours support as needed.
- Proven experience as a Client Services Support Officer or in a similar role within the tourism industry is desirable
- Strong attention to detail and accuracy in data entry and record keeping.
- Excellent communication and interpersonal skills.
- Proficient in computer applications, including Microsoft Office.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and a customer-centric mindset.
- Adherence to ethical standards and confidentiality requirements.
- Previous use of CustomLinc system will be of great advantage
To be considered: