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Opening Of The New Fiji Airways Call Centre Creates New Jobs

With the launching of the Fiji Airways Global Reservations Centre in Suva yesterday, 45 new jobs were created. Fiji Airways Managing Director and Chief Executive Officer Stefan Pitchler, who officiated
22 Jan 2015 10:36
Opening Of The New Fiji Airways Call Centre Creates New Jobs
Employees of Pacific Centrecom Fiji Ltd Photo: Rachael Nath

With the launching of the Fiji Airways Global Reservations Centre in Suva yesterday, 45 new jobs were created.
Fiji Airways Managing Director and Chief Executive Officer Stefan Pitchler, who officiated the opening, said this would contribute to the growth for Fijians and the development of the local economy.

The Call Centre is a joint venture between Pacific Call Comm. Ltd (a wholly owned subsidiary of Fiji Airways) and Australian-Maltese company Centre Com Pacific PTY Ltd.

The Shift

Fiji Airways contracts expired with previous call centre, Mindpearl leaving the company to go out for tender.

Mr Pitchler later added the company needed a move for the betterment of the airline.

“Our customers deserve better. We didn’t have a very good call quality, we had more abandoned calls, the calls lasted more than we think, and people couldn’t get through so we had issues.

“The company wanted to be more in  control of the service they provide and if we get it right we make money out of it which led to the shared interest with our current partner.”

In response to the loss of employees, General Manager of Mindpearl, Mark Mahoney said the 45 staff members who joined Fiji Airways were replaced with new workers at the call centre.

“It’s all in the nature of business. Our contract ended so they have opted to join elsewhere but that has not affected the company whatsoever, we have about 650 staff with us and the 45 have already been replaced,” Mr Mahoney said.

Meanwhile Pacific Centrecom is now receiving calls from Fiji and New Zealand for the reservation of flights.

“We are fully operational and now taking calls from Fiji and New Zealand before we fletch out the full range of calls and admin services of the call centre for the next number of days,” Mr Pitchler said.

“We think call centre is a great as part of the service industry where Fiji as the centre of in the South Pacific can benefit and take some labour and calls from overseas because people in Fiji speak perfect English.”

Fiji Airways brought in the former General Manager from Qantas Airlines call centre to assist in the development of the newly opened Centrecom.

General Manager Shane Collins said customers can expect improved service levels and lower call wait times from the Fiji Airways call centre.

The staff have been trained on selling as well as servicing and to keep to the standard Fiji Airways will set incentives in place to let the company grow and for the improvement of service.

“We do invoice processing online, online support, we also advise them on the prices of the products and assist our customers with whatever they need from the services we provide,” Mr Collins said.

The call centre received the first call and sale at 6.30 yesterday morning. The estimated setup of the Pacific Centrecom at level 6 BSP Life Centre Building cost above a million dollars.

Feedback: stella.moresio@fijisun.com.fj

 




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