Post Fiji’s call centre celebrated its second-year of successfully serving its clients during and after the COVID-19 pandemic.

The call centre was established with a team of five including a team leader and four agents who have worked tirelessly through the challenges to serve the communities of Fiji.

When first established, it was set up as just answering customer basic enquiries.

The task evolved to what is now seeing customers through the enquiries as they sought help be it just a basic enquiry, to a complicated personal parcel sent from overseas, a Money order transfer or a postal box payment.

Post Fiji all centre staff members on March 3, 2022. Photo: Shreeya Verma.

Significance
Post Fiji Chief Executive Officer, Anirudha Bansod said the call centre had a dedicated line 132123 and calls came in from throughout the country asking for various details.

“Our call centre team starts their work at 8am-5pm on Mondays to Fridays,” he said.

He said the team acted as a support system to the rest of the departments in cascading correct information to the callers and those they communicate with.

“There are basically three ways they communicate with customers and that include phone calls, web chats and emails,” Mr Bansod added.

“One of the objectives of this call centre is to give extraordinary support and service to our customers domestically and internationally.”

“Currently, Post Fiji has a number of products ranging from Postal services, Post Box, Smart Printing, Bill Pay, EMS, Bill paid, Household removals, Philatelic, Registered Parcel Post and E-commerce under brand E-Shop.”

He also said all these products needed a dedicated customer service and with the opening of a Call Centre at Post Fiji.

“Customers can call them between operating hours and resolve issues and inquire about various services to our professionally developed call centre team,” he said.

“The opening of the new Call Centre signifies Post Fiji’s continued growth and commitment in ensuring that all Fijians have access to world class customer service from the comfort of their homes or offices.”

Feedback: shreeya.verma@fijisun.com.fj