Customer Service Officer

JOB DIMENSIONS

• Coordinate and assist with marketing activities for both Fiji & Tonga.
• Facilitate customer surveys to gather market feedback on TotalEnergies brand, products & services.
• lmprove customer service experience, create engaged customers and facilitate growth.
• Provide outstanding customer support through various channels (email, phone, chat, Top Service QR code feedback, Uberall, Google Review)
• Take ownership of customers issues and follow problems through to resolution.
• Manage administrative works for purchase orders and payments to vendors on timely manner.
• Assist in developing and implementing customer service standard operating procedures.
• Keep accurate records and document customer service actions and discussions on Salsa
• Analyze statistics, compile and submit accurate monthly reports .
• Undertake daily administrative tasks to ensure the functionality and coordination of department’s
activities.

ACTIVITIES

• Assembles consumer rating reports by compiling, consolidating, formatting, and summarizing information, graphs, and presentations - (Uberall, web analytics, rankings etc.)
• Monitor and report on the customer feedbacks.
• Assist in organizing activities such as customer events and provide merchandising support.
• Coordinate activities on TotalEnergies’ s Social Media for customer engagement
• Manage and increase customer embasement.
• Prepare quarterly newsletter and share via Mailjet. ‘
• Assist in managing sponsorships and SDSCR activities
• Manage customer Service feedbacks on TotalEnergies Website, Uberall platform and Social media.
• Other duties as may be assigned from time to time

CONTEXT AND ENVIRONMENT

• Based in Head Office in Suva
• Interfaces with internal & external customer contacts
• Be constantly aware of customer trends and behavior

ACCOUNTABILITIES

• Management of Customer Service Experience
• Comply with Purchasing & HSEQ procedures
• Implementation of Customer Survey
• Focus on Customer Centricity

QUALIFICATIONS/EXPERIENCE REQUIRED

• Diploma or Bsc in Marketing, Hospitality or Management with at least 1 - 3 years in Customer Service experience
• Proficient in computer applications specifically MS Office and Salsa
• Excellent communication (oral & written) and presentation skills
• Proven experience as a Customer Service Officer
• Experience in data analytics and digital marketing

Please express your interest by email to [email protected] and attach a copy of your CV. Application closes 4th October, and only short-listed candidates will be contacted.