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 in Fiji?
Most employers require a Fiji School Leaving Certificate or Year 12 pass with strong English skills. A certificate or diploma in tourism, hospitality, or customer service from institutions like FIT or USP is highly valued. Computer literacy and basic knowledge of reservation systems are also important.
What are the typical day-to-day responsibilities of a Reservations Consultant?
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Join NowYou will handle flight bookings, cancellations, and modifications via phone, email, and online platforms. You will assist customers with fare inquiries, baggage policies, and travel documentation requirements. Accurate data entry and maintaining high customer satisfaction scores are essential daily tasks.
What is the work culture like for customer service roles in Fiji?
Fijian workplaces emphasize respect for hierarchy, teamwork, and maintaining positive relationships with colleagues and customers. Punctuality and professional appearance are expected, especially in airline-related roles. You will likely work shifts including weekends and public holidays due to 24/7 airline operations.
What career progression opportunities exist for Reservations Consultants in Fiji?
With experience, you can advance to senior consultant, team leader, or supervisor roles within the reservations department. Some move into training, quality assurance, or airline operations management. Additional qualifications in aviation management can open doors to airport or airline corporate positions.
What benefits are typically offered for full-time customer service roles in Fiji?
Standard benefits usually include annual leave, sick leave, and public holiday entitlements as per Fiji employment law. Some employers provide medical aid or health insurance coverage and participation in the Fiji National Provident Fund. Shift allowances and staff travel discounts may also be available in airline-related positions.
How should I apply for a Reservations Consultant position, and what do Fiji employers look for?
Submit a tailored CV and cover letter highlighting your communication skills, computer proficiency, and any customer service experience. Employers value candidates who demonstrate patience, problem-solving ability, and cultural awareness when dealing with diverse travelers. Prepare for assessments testing your typing speed, data accuracy, and scenario-based customer service responses.