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: Nadi, Fiji
- Category: Customer Service
- Closing Date: 2026-10-02
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.
- Customers 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
- 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
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 high school diploma or Form 7 certificate, with strong English proficiency being essential. A certificate or diploma in tourism, hospitality, or customer service from institutions like FNU or USP is highly advantageous. Computer literacy, especially in reservation systems, is typically expected.
What are the typical day-to-day responsibilities of a Reservations Consultant in Nadi?
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Join NowYou will handle booking inquiries via phone, email, and online platforms, process reservations and payments, and manage cancellations or modifications. Maintaining accurate records in reservation systems and providing excellent customer service to international and local clients are core duties. You may also coordinate with tour operators and hotel partners to confirm arrangements.
What is the work culture like for customer service roles in Fiji?
Fijian workplaces emphasize respect, teamwork, and the 'Bula spirit' of warm hospitality. Punctuality and professional appearance are important, especially in tourism-centric Nadi. Employers value employees who can handle high-pressure situations calmly and maintain positive relationships with diverse international visitors.
What career progression opportunities exist for Reservations Consultants in Fiji?
With experience, you can advance to senior consultant, team leader, or reservations supervisor roles. Some professionals transition into operations management, sales coordination, or revenue management positions within hotels and tour companies. Additional certifications in hospitality management can accelerate promotion prospects.
What benefits are typically offered for this type of role in Fiji?
Standard benefits usually include annual leave, sick leave, and public holidays as mandated by Fiji's Employment Relations Act. Some employers provide medical aid or health insurance coverage, and may offer staff discounts on travel or accommodation. Pension contributions through the Fiji National Provident Fund are legally required for eligible employees.
How should I apply for a Reservations Consultant position, and what do Fiji employers look for?
Submit a well-formatted CV highlighting customer service experience and any tourism-related training through email or online job portals like Fiji Times Jobs or LinkedIn. Employers prioritize candidates with excellent communication skills, prior call center or hospitality experience, and familiarity with reservation software. A professional cover letter demonstrating your knowledge of Fiji's tourism industry strengthens your application.