Position Title
REF 1505: Supervisor Customer Success
About Our Organisation
The Water Authority of Fiji is a corporate body established under the Water Authority of Fiji Act 2007 to make provision for the effective management and administration of the Water and the wastewater systems.
We are responsible for providing access to quality drinking water and wastewater services to over 159,000 and 33,540 residential and non-residential metered customers in the urban areas of Fiji and also setting up water supply systems in rural areas.
Position Objective
The Supervisor Customer Success oversees providing effective supervision of Customer Success front-line personnel operations for their respective and assigned centres.
Key Accountabilities
- Effective management of Customer Success operations
- Timely contribution to the Customer Experience annual budget formulation, monitoring and successful execution ensured
- Customer Experience budget and targets achieved
- Customer service delivery by supervised personnel is customer focused, efficient and effective
- WAF’s' customer service levels effectively monitored and continuously enhanced
- innovative initiatives to strengthen customer service delivery delivered
- Agreed service standards adhered to, quality standards maintained and timely, balanced and specific feedback provided
- WAF’s' customer service levels effectively monitored and continuously enhanced
- Effective management of Customer Experience personnel
- Supervision, coaching, call monitoring, training, reviewing and disciplining of all agents carried out
- Efficiency of Customer Experience Reps improved through their performance being measured, evaluated and monitored
- Training needs identified and communicated to Training Coordinator
- Relevant training and support received by Customer Experience Reps to improve their knowledge and skills in order to transfer these at the workplace
- Schedules for CXO prepared and managed, attendance monitored with CXO shifts and breaks accommodated in schedules ensured
- Customer Experience deliverables aligned with the Corporate Mission
- Staffing numbers and goals met
- Technology architecture to improve Customer Experience Services are effectively planed, developed and reviewed
- Individual employee expectations / accountabilities clearly defined
- Monthly performance discussions that provide opportunities for feedback and goal setting conducted and actioned
- Effective Customer Experience administration aligned to WAF's business objectives
- Smooth running of customer Experience operations ensured through supervision of plans and all relevant customer Experience functions effectively managed
- Oversight of day-to-day activities of customer Experience agents monitored
- New business developments proposed operational down time of WAF services etc. managed collaboratively with Customer Services SBU Supervisors
- Daily/monthly reports complied and submitted
- Business processes developed, reviewed and aligned to the Corporate Mission
- Professional set up of Customer Experience office space ensured
- Highest telephone etiquette maintained at all times
- Daily/monthly / weekly reports generated and compiled
- Dashboard for service levels updated daily
- Daily Operations Plan submitted annually in a timely manner
- Annual awareness programmes for stakeholder and rural communities conducted effectively and feedback obtained
- Positive customer Experience satisfaction is achieved and maintained at all times at the required target
- Possible problems anticipated and contingency plans developed to mitigate/manage risks ensured
- Timely contribution to the Customer Experience annual budget formulation, monitoring and successful execution ensured
- Compliance with requirements of Customer Service Charter
- Customer Service level achieved
- Waiting time for the customers reduced
- Overall supervision of return bills data cleansing achieved
- Correspondences and responses to customers via email, letters, phone calls are documented and maintai
- Timely, relevant and compliant reporting
- All internal and external reporting requirements in regard to the outcomes of this role fully understood and correctly executed
- Robust and relevant periodic reports prepared and submitted. This includes weekly, monthly, quarterly and annual progress/ status reports etc
- Superiors provided with useful information combined with analysis and interpretation, for the purpose of decision making
- Ad-hoc information/reporting requests by superiors addressed in a timely manner
- All internal and external reporting requirements in regard to the outcomes of this role fully understood and correctly executed
- Human Capital Management
- Effective oversight, coaching, mentoring of staff delivered
- Training needs for staff effectively monitored in partnership with direct reports and appropriately addressed in consultation with the HR Department
- Relevant performance measures established for staff, timely performance appraisals carried out and action items resolved (supporting both strengths and weaknesses) in consultation with the HR Department and other relevant parties
- Disciplinary actions carried out in consultation with the HR Department and in full compliance with all relevant laws, legislations and internal requirements
- Opportunities that encourage active employee participation provided to staff and team goals and targets achieved
- Motivational support provided through development and staff recognised and rewarded for their achievements in line with business goals
- Low staff morale identified and creative ways to make work rewarding implemented
- Teamwork and cooperation
- Cooperation within the team and greater function / department encouraged
- Cooperation across functions / departments ensured
- Collaboration and leadership to achieve relevant organisational targets and goals
- Other related duties assigned by the Head of Customer Success & Customer Hub effectively and efficiently addressed
- Organisational values upheld and practiced
- Support toward the alignment of deliverables to organisational values and strategic directions ensured
- Organisational values and good corporate and governance practices are complied with in delivering outcomes ensured
Qualification and Experience Requirement
- Tertiary Degree in Communication/ Marketing/ Commerce/ Business Management/ Public Health/ Education/ Engineering Science or Community Development
- 2 years of work experience in similar role
Skills and Abilities
- Excellent customer service and problem resolution skills
- Good knowledge in the use of Gentrack, GIS and SCADA system
- Good basic understanding of water supply and wastewater systems and process
- Good organizer, able to work to tight responsive deadlines
- Proficiency in Microsoft Office software
- Effective communicator and excellent interpersonal and relationship management skills
- Strong leadership skills and people management experience
- A valid driver’s license with clean driving record
How To Apply For Position
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 27th December, 2024
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Employment Type
Established
SBU
Customer Experience
Sub-Section
Customer Success
Salary Scale
$24,696.00-$30,870.00 Per year
Job Location
National Office - Suva
Vacancy Valid Till
December 27, 2024
