Member Spotlight

What was your first role in customer service? My customer service journey started with my initial employment as a receptionist in a tax agent firm.

What is the best piece of advice you’ve ever been given?

During one of our team bonding event, I remember our CS Lead telling us the importance of being a customer service champion “being the frontliner, we represent the organization as a whole specifically when dealing at international level, therefore we must always leave a positive impression with all our stakeholders”.

What is your proudest achievement in customer service?

The proudest achievement was when I received commendation letter by my former employer, Fiji Revenue and Customs Services. They recognized my effort, hard work, enthusiasm, and delivery particularly, in providing an exceptional service to the Revenue Management Division team for the financial year 2019/2020. Receiving that recognition made me honoured and kept me motivated.

What advice would you give to a person starting in their customer service career?

There are a set of skills and personality needed to have a customer service career, your personal performance and attitude toward a customer matters. Effectively listening and understanding customers’ needs, and at times going beyond your boundaries to assist them to achieve customer satisfaction. Working in customer service can be challenging at times, therefore it is also important to take care of yourself physically and mentally. Make sure to take breaks and seek support from colleagues and supervisor as and when needed.

What is the best thing about working in customer service?

Working in customer service provides a sense of purpose and meaning, as you are part of a larger team that is dedicated to serving and satisfying customers. This can be a source pride and fulfilment as you interact with a diverse group of people, resolve problems, ensure customer satisfaction and personally evolve at the same time.