Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service.
Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.
The Reservations Consultant assists customers with travel bookings, ensuring accuracy and exceptional service to meet their needs. They address customer issues promptly, stay updated with travel trends, and collaborate with team members for efficient service delivery. This role requires excellent communication skills, attention to detail, and a customer-focused attitude to contribute to the company’s success. The role reports to Team Leaders and Customer Success Manager
Job Summary
- Employer: Centrecom Fiji
- Job Type: Full-time
- Location: Suva, Fiji
- Category: Customer Service
- Closing Date: 2026-09-29
Key Responsibilities
- Exceptional service provided by assisting clients with flight bookings, modifying reservations, and addressing inquiries about travel policies, prices, and schedules.
- Inquiries about flight schedules, travel restrictions, cancellations, and changes addressed, and solutions provided in line with airline policies.
- Clients followed up with to ensure they were informed about any changes to their travel plans, and all necessary documents provided.
- Reservations processed efficiently using airline systems, ensuring accuracy in travel dates, times, and fare information.
- Ticket issuance, reissuance, changes, cancellations, and refunds were handled in accordance with company and airline guidelines.
- Opportunities to upsell ancillary services (e.g., seat upgrades, baggage options, travel insurance) identified and promoted during the booking process.
- Customer complaints or issues related to bookings, cancellations, or travel disruptions assisted with and resolved.
- Coordination with team members, supervisors, and other departments conducted to resolve complex issues and enhance customer satisfaction.
- Adherence to airline policies, procedures, and legal regulations ensured, maintaining the confidentiality of customer information.
- Records of all bookings and changes accurately entered and maintained in the reservation system, and reports generated as required.
- Cooperation within the team and greater function / department
- Cooperation across functions / departments
- Work collaboratively to achieve the set targets and goals
- Collaborate with other teams in the organisation for the benefit of the organisation
- Monitor and encourage team members to uphold image and value standards
- Uphold and demonstrate the organisation’s image and values
Requirements
- Senior Secondary School – University Entrance
- Year 12 & Year 13 pass
- A pass in English is essential
- Previous experience providing an exceptional level of customer service to internal and external customers, either verbally or in writing.
- Must have previous Airline experience.
- Ability to only work night shifts.
- High attention to detail coupled with demonstrated problem solving and investigation skills
- Clear written communication skills in English are essential
- Intermediate MS Office skills are essential
- Exposure or similar experience will be highly regarded
- Excellent command of English
How to Apply
To apply, please visit: app.hrmonise.com
Frequently Asked Questions
What qualifications or education do I need to become a Reservations Consultant for airlines in Fiji?
Most employers require a minimum of Year 12 or Form 6 completion, with strong passes in English and Mathematics. Computer literacy and customer service experience are highly valued. Some airlines may prefer candidates with a certificate or diploma in tourism, hospitality, or aviation studies from institutions like USP or FNU.
What are the typical day-to-day responsibilities of a Reservations Consultant at Centrecom Fiji?
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Join NowYou will handle inbound and outbound calls to assist customers with flight bookings, changes, cancellations, and inquiries. Daily tasks include using airline reservation systems like Amadeus or Galileo, processing payments, and resolving customer complaints professionally. Accuracy and speed in data entry are essential, as is maintaining high service standards during shift work.
How does the local work culture in Fiji affect this customer service role?
Fijian workplaces emphasize respect for hierarchy, teamwork, and maintaining positive relationships with colleagues and customers. Punctuality is important despite the relaxed island culture, especially in call centre environments with strict shift schedules. Employers expect staff to demonstrate 'bula spirit'—warm, genuine hospitality—while meeting performance targets.
What career progression opportunities exist for Reservations Consultants in Fiji's airline industry?
With experience, you can advance to senior consultant, team leader, or supervisor roles within the reservations department. Some move into quality assurance, training, or workforce management positions. Others transition to airport operations, sales, or marketing roles within airlines, or pursue further studies to become travel consultants or tourism managers.
What benefits should I expect when working as a Reservations Consultant in Fiji?
Standard benefits typically include annual leave, sick leave, and public holidays as mandated by Fiji labour law. Many employers offer medical aid or health insurance, and some provide superannuation or pension contributions through the Fiji National Provident Fund. Shift allowances and staff travel discounts may also be available depending on the employer.
How do I apply for this role, and what do Fiji employers look for in candidates?
Apply through job portals like MyJobsFiji, company websites, or by submitting your CV directly to Centrecom or airline recruitment offices. Employers seek candidates with excellent English communication skills, a clear phone voice, and demonstrated customer service aptitude. Prepare for assessments testing your typing speed, computer skills, and ability to handle simulated customer scenarios under pressure.