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.
The Supervisor Digital Customer Service based at the Customer Hub-National Office provides effective supervision of Digital Customer Service operations for all digital customer channels. This position reports to Head of Customer Hub.
- Effective Management of Digital Customer Service Operations
- Supervise the daily operations of WAF digital customer channels, including email, mobile apps, SMS, social media, websites, live-chats and or chatbots
- Monitor and analyze digital service metrics to improve response times and resolution rates
- Ensure all customer interactions on digital customer channels meet agreed service standards
- Propose and implement innovative initiatives to enhance digital customer service delivery
- Coordinate with IT and technical teams to address system issues, facilities upgrade and general upgrades
- Team Supervision and Development
- Lead, mentor, and manage the digital support team to achieve high performance
- Identify training needs and coordinate with the Training Coordinator to upskill team members
- Monitor attendance, schedules, and shifts to maintain adequate staffing levels
- Conduct regular performance reviews and provide actionable feedback to team members
- Customer Experience Enhancement
- Drive initiatives to enhance customer satisfaction and engagement on digital platforms
- Collaborate with the Supervisor Call Management to ensure seamless integration between traditional and digital customer service channels
- Anticipate potential service issues and develop contingency plans to mitigate risks
- Compliance and Reporting
- Ensure adherence to the Customer Service Charter and organizational policies
- Prepare and submit accurate and timely reports, including daily, weekly, and monthly updates on digital platform performance
- Maintain comprehensive documentation of all customer interactions and team activities
- Organizational Alignment
- Align digital support operations with WAF’s strategic goals and values
- Support organizational initiatives, including stakeholder and community engagement programs, through digital platforms
- Uphold and promote WAF’s values in all interactions and deliverables
- Perform and support any additional duties assigned by Customer Experience Management, whether within or outside the unit, to ensure operational effectiveness and excellent service delivery
The applicant must possess a Degree in Communications, Marketing, Business Management and Information System or related field with at least 3-5 years of experience in a fast-paced call centre or customer service environment with proven supervisory or leadership experience
- Strong leadership and people management skills
- Proficiency in customer digital tools such as email, mobile app, SMS, social media, websites, live-chats and or chatbots
- Excellent customer service and problem-solving skills
- Strong skills in communication and building positive relationships with customers and stakeholders
- Ability to work under pressure and meet deadlines
- Proficiency in Microsoft Office Suite
- Valid driver’s license with a clean driving record
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 27th June, 2025
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Customer Experience
Customer Hub
