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01/26 Customer Service Officer

163922
Customer Service & Advocacy
Suva, Central
January 9, 2026
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Organisation Summary

The Fijian Competition & Consumer Commission (FCCC) is an independent statutory body established under Section 7 of the FCCC Act 2010 that promotes effective competition and informed markets, encourages fair trading, protects consumers and businesses from restrictive practices, controls prices of regulated industries and other markets where competition is lessened or limited.

Purpose & Nature of Role

The primary purpose of the Customer Service Officer (CSO) is to provide exceptional support to both internal and external customers of the FCCC. The CSO will be responsible for handling customer complaints in accordance with FCCC’s operating procedures, participating in awareness and outreach programmes, and contributing to broader consumer protection initiatives. The role requires direct engagement with the public, including conducting workshops, assisting with inspections, gathering insights for policy refinement, and supporting the dissemination of key messages.

Key Results Areas (KRAs)

  • Complaint Handling & CMS Duties:
    • Attend to consumers by receiving complaints and providing timely updates on case status via the Case Management System (CMS).
    • Receive complaints in accordance with Section 15 of the FCCC Act 2010.
    • Verify, photocopy, and certify relevant documents.
    • Discuss complaints with the Monitoring Executive (ME) or Senior Enforcement Officer (SEO) for further assessment.
    • Ensure timely and accurate data entry, updates, and case tracking in CMS.
    • Prepare weekly and monthly reports.
    • Perform data analysis using CMS and the Complaints Excel Sheet.
    • Retrieve and prepare CMS data for presentations and briefings.
  • Awareness, Outreach & Public Engagement:
    • Actively support and lead awareness initiatives including roadshows, school visits, radio interviews, and market inspections across all regions.
    • Conduct and participate in trader workshops, institutional awareness sessions, and public consultations.
    • Represent FCCC in radio talk-back shows and other media appearances.
    • Engage communities to educate the public on consumer rights and responsibilities.
    • Assist with promotional efforts to raise the profile of FCCC’s work.
    • Collect and report public feedback and insights during outreach, helping shape FCCC’s policy and messaging.
  • Advisory and Continuous Improvement:
    • Provide sound and accurate advice to FCCC based on frontline experience.
    • Identify opportunities and recommend improvements in customer service practices and processes.
    • Support innovation and contribute to initiatives that drive service excellence. 

Key Accountabilities

  • Ensure all FCCC customers are satisfied through the delivery of exceptional, timely, and professional customer service.
  • Attend to and take appropriate actions in resolving customer complaints, including escalation where necessary.
  • Lead an efficient and effective planning and management of customer service delivery to align with FCCC's Corporate Mission.
  • Develop, review, and realign business processes to support customer service objectives.
  • Manage, assess, and address customer service levels in response to customer demands and expectations.
  • Monitor, measure, and report on customer service performance against set targets and KPIs.
  • Measure customer satisfaction through surveys, feedback, and insights to support service improvement.
  • Ensure accurate data entry and validation of all customer complaints in the CMS.
  • Provide data analytics to support internal reporting and presentations.
  • Adhere to Occupational Health and Safety procedures in accordance with the Health and Safety at Work Act 1996 during both in-office and field work.
  • Ensure all workplace hazards are identified, recorded, and reported to the Department Manager.
  • Contribute to the implementation of innovation, continuous improvement, and business excellence strategies.
  • Carry out any other tasks as delegated by the Manager Enforcement or relevant Divisional Heads within the scope of the CSO role.

Qualification

Degree in any Business discipline.

Knowledge and Experience

  • Minimum 2-3 years’ experience in a similar role.
  • Experience in handling complaints and using digital case management systems.
  • Strong report writing and data analysis capabilities.
  • Familiarity with the FCCC Act 2010 is advantageous.
  • Proven ability to work both independently and in a team.
  • Demonstrated problem-solving and critical thinking skills.
  • Strong communication, interpersonal, and organizational skills.
  • Ability to manage competing priorities under pressure.


Click to read the full position description JD - Customer Service Officer 2025.pdf