Customer Support Specialist

NO AGENCIES, BPOS OR OUTSOURCING COMPANIES PLEASE. THIS IS A FULL-TIME ROLE FOR AN INDIVIDUAL LOOKING FOR A NEW AND EXCITING OPPORTUNITY.

Customer Support Specialist – (Remote – Fiji)

Join Intuji’s Mission: Innovate, Engage, and Transform

Intuji is seeking a proactive and customer-focused individual to join our team as a Customer Support representative. Based in Fiji, this remote position offers a unique opportunity to engage directly with leadership and play a critical role in our global expansion and success. If you’re a leader, proactive, and eager to contribute to a team that values creativity and transparency, you could be the perfect fit.

Why Intuji?

Working at Intuji means being part of a culture prioritising growth, innovation, and balance. We are committed to positively impacting the world and offer top-tier benefits, professional development opportunities, and a dynamic working environment.

Your Role and Responsibilities:

As a Customer Support Specialist, you will be the professional face of the company. As the saying goes, “First impressions are lasting impressions.” You will be the first point of contact for our customers, and Intuji’s reputation will rely on your professionalism and attitude.

Your role will include, but not be limited to:

• Handle Customer Ticket: Oversee the management and resolution of customer tickets, ensuring timely and accurate handling of all inquiries and issues.
• Handle Email/Phone Enquiries: Handle customer email enquiries and phone calls.
• Collaboration: Collaborate with team members to gather necessary information and comprehensively solve customers’ issues and queries. Follow up with the team in a timely manner to complete tasks and resolve issues. Occasional follow-ups with clients may also be required to gather the necessary information to keep the tasks moving and resolve issues.
• Communication: Ensure consistent and professional communication with clients throughout the ticket resolution.
• Relationship Building: Build and maintain positive relationships with customers and aim to increase customer satisfaction and loyalty.
• Provide Regular Updates: Keep clients informed on the status of their tickets, providing timely and clear updates until resolution.
• Quality Assurance: Ensure a high level of service quality by following company policies and procedures.
• Issue Resolution: Monitor the progress of tickets, ensuring they are resolved efficiently and effectively.
• Learn and Adapt: Be willing to learn new skills and adapt to changing processes and technologies.
• Client Support Hours and Billing: Monitor the client’s support usage sheet and update them when they run low on pre-purchased support hours.
• Plugins and CMS: Work with engineers to ensure monthly updates of plugins, CMS, and web form testing of clients’ websites for those on maintenance plans.
• Upsell Web Maintainance Plans: Review potential opportunities from the delivered projects and identify opportunities to upsell best-suited maintenance plans to clients as required to have their website/product covered for support. 
• Handle Leads and Initial Sales Enquiries:  Handle initial sales inquiries and calls, gathering relevant information to pass on to the sales team for further action.
• Handle Mini Projects: Liaise between clients and the team, ensuring smooth project scoping and completion. This may include managing smaller-sized sales deals and projects as needed.
• Documentation: Document customer interactions and solutions provided. Report common issues and customer concerns to improve products and services.

Who We’re Looking For:

• Seeking a highly motivated individual based in Fiji who is excited to take on a challenging full-time position exclusively with Intuji. This role will involve working remotely until the office setup is complete.
• Someone who is willing and able to travel to other office locations (including Internationally) as needed.
• Someone who is looking for a long-term role and growth with the company.
• Exceptional organisational and time-management skills, with a proven ability to manage multiple tasks efficiently.
• Strong communication skills, fluency in English, and the ability to interact effectively with all levels of the organisation and external partners are required.
• A proactive approach to problem-solving and a commitment to continuous learning and improvement.
• Ability to work independently and as part of a team.
• Proficiency in using customer support software and tools is a plus.
• Previous experience in the same role is required.
• Previous proven experience in the IT Services and IT Consulting industry is required.

Infrastructure and non-negotiables:

• Strong and reliable internet connection
• Reliable power and Backup
• Excellent English skills (both writing and speaking)
• Learning attitude, and
• A strong passion for providing exceptional service and CX experience to clients/stakeholders.

Joining Intuji Means:

• A competitive salary and a comprehensive benefits package.
• Opportunities for international travel and professional growth.
• Being part of a company that values innovation, agility, and transparency.
• Contributing to meaningful projects that make a difference in the world.

Apply Now:

• If you’re ready to take on this role and contribute to Intuji’s mission, please send us your CV and a cover letter explaining why you’re the ideal candidate for this position. We look forward to hearing from you!