Jobs Fiji

Customer Support Representative (Trainee)

Job Title	Customer Support Representative (Trainee)
Employer	Brightfold Stationery
Adress: Country	Fiji
Address: City	Labasa
Work type	Internship
Expected Salary	3271 FJD
Posting Date	Tue Jun 10 2025
End Date	Thu Jul 03 2025

Description:

We’re seeking a motivated and empathetic Customer Support Representative to join our remote team and deliver excellent customer service. You’ll be responsible for responding to customer queries via phone, email, and live chat, providing prompt and effective solutions. You’ll assist customers with troubleshooting technical issues, product inquiries, and account management, ensuring their concerns are resolved quickly. You’ll resolve customer complaints, ensuring that each issue is addressed professionally and to the customer’s satisfaction. You’ll maintain a professional and friendly demeanor while addressing customer concerns and answering questions. You’ll manage customer expectations by offering clear solutions, keeping them informed about the status of their inquiries. You’ll offer product and service recommendations, ensuring customers get the best value for their needs. You’ll assist with order processing, including tracking shipments, handling returns, and facilitating exchanges or refunds.

Basic Qualifications:

• Balance speed and quality—respond quickly, but not at the expense of a helpful, complete answer.
• Assist in improving support documentation by identifying outdated articles or writing new ones based on common questions.
• Support onboarding of new customers by guiding them through first steps or setup flows.
• Help users troubleshoot common issues, walk them through steps, and escalate more complex problems to the right team.
• Track response times, satisfaction scores, and other KPIs to ensure you're meeting or exceeding support goals.

Preferred:

• Wants to grow into roles like Customer Success Manager, QA Specialist, or Support Lead.
• Knows how to identify and escalate complex issues to the appropriate team.
• Understands how to troubleshoot common issues and provide clear, step-by-step solutions.
• Able to adapt tone and language based on customer personality and situation.
• Background or strong interest in customer success, communication, or digital tools.

Benefits:

• Every conversation you have makes someone’s day easier — and that matters.
• You’ll get full context before answering — we believe in setting you up for success.
• Access to modern support tools like Intercom, Zendesk, HelpScout, and Notion — no outdated systems here.
• You’ll be trusted to speak like a human, not a ticket bot.
• You’re not just closing tickets — you’re building trust and human connection.

You’ll assist with processing orders, including returns, exchanges, and refunds, ensuring accuracy in all transactions. You’ll help with administrative tasks, such as updating customer information and assisting with account management. You’ll work with other teams to ensure that all customer feedback is incorporated into product and service improvements. You’ll provide expert knowledge on products, services, and promotions to answer customer inquiries effectively. You’ll work in a fast-paced environment, handling a high volume of customer requests while maintaining professionalism and accuracy. This is a remote position, offering flexibility to work from anywhere while helping customers resolve their issues. This remote role offers flexibility, allowing you to work from anywhere while supporting a diverse customer base. If you’re passionate about helping others, solving problems, and working in a collaborative team, we’d love to have you join us.