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Fexco Fiji Launches Viber Service

We needed to get on Viber as a real time interface for our customers to ask questions and have their queries answered right away.
19 May 2021 13:24
Fexco Fiji Launches Viber Service

Fexco Fiji Pte Limited has launched a Viber group to fa­cilitate in customer queries.

Fexco Fiji is one of three Western Union master agents in Fiji, trading as No.1 Currency Fiji.

Fexco Fiji Ltd head of shared ser­vices and communications Joape Kuruyawa said the company direct­ed customer inquiries to their call centre and social media platforms.

It was a measure created by the company to provide services during COVID-19 lockdown and curfews.

“Communications during a crisis requires quick responsiveness to customer queries,” Mr Kuruyawa said.

“We needed to get on Viber as a real time interface for our customers to ask questions and have their queries answered right away.

“Our Viber community respects customer privacy and gets them quick information that they need right away.”

He said the other platforms were also active, but served very specific purposes in their communications strategy.

“People who are not able to access Western Union services can contact us on our Viber community or our other social media pages.”

He said customers needing West­ern Union services would be advised accordingly on Viber, in real time.

Three minutes

Mr Kuruyawa said the company closed locations strategically with­out reducing the staff numbers.

“This allowed us to bring staff in larger locations to ensure quicker turnaround times for our custom­ers,” he said.

“We have an internal ambition of serving all our customers in the of­fice within three minutes.

“This has helped keep our loca­tions safe from overcrowding.”

He said staff were organised to operate out of their containment zones.

“We restricted staff movement be­tween our locations,” Mr Kuruyawa said.

“This was to maintain our location bubbles for our staff and customer safety.”

Mr Kuruyawa said the company changed the business operating model at a strategic level.

“An example of this change at staff level was we re-trained all our security guards with COVID-19 op­erating procedures with business knowledge, and redeployed them as our location concierge,” he said.

“We embed best practice as per advice from the Ministry of Health and our New Zealand head office.”

Free wifi

Mr Kuruyawa said customers wait­ing in line were offered free Wi-Fi services to download the careFiji application if they had not already done so.

“Only transacting customers were allowed into our locations, and their information was collated on the sys­tem as a contact tracing footprint.”

Mr Kuruyawa said mandatory mask policy and social distancing were also rules upheld and adhered to by the company.

About FEXCO

Fexco Fiji Limited is owned by the Fexco Pacific Group and is based in Auckland, New Zealand.

The parent company, Fexco Lim­ited, is based in Ireland.

Beginning operations on July 9, 2009, their network is present over 12 countries in the Pacific Islands and has 17 dedicated locations in Fiji.

Fexco Pacific Group is a provider of foreign exchange, money trans­fer and business payment services in New Zealand, Fiji, Samoa, Tonga, Vanuatu and Solomon Islands in the Pacific.

It has a large sub-agent network which includes, New World, Courts Limited, Post Fiji Limited, Kundan Singh Supermarket and Hansons Supermarket.

Fexco can be contacted on:

  • Facebook : No 1 Currency
  • Viber Community: No.1 Curren­cy Fiji
  • Instagram: fexcopacific
  • Twitter: @fexcopacifics.


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