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Fiji Airways Call Centre Expands Service to Chinese Customers

Multi-language capabilities set to developing Chinese market segment

Thursday 9 July - In a first for Fiji, the Fiji Airways Global Reservations Centre has commenced servicing calls from mainland China and Hong Kong from the first of July.

Dedicated Mandarin and Cantonese-speaking agents, based within the centre, have been employed for the specific task of providing 24-7 service to customers primarily from the Chinese mainland as well as Hong Kong.
This additional capability is part of the strategic focus on growing inbound Chinese visitors to Fiji and brings staffing at the Call Centre to 45.

Fiji Airways Acting CEO David Bowden said, “Fiji Airways is fully committed to increasing service across all customer touch points, and the Call Centre is a fundamental element of our service delivery. As we work in collaboration with Fijian Government and Tourism Fiji behind growing the footprint of brand Fiji, Fiji Airways is working to increase the number of Chinese visitors into Fiji on our national airline, consequently it’s essential that we are able to provide them the service they require, and this is a step in that direction.”

“Prior to this, we were servicing our Chinese and Hong Kong market through our General Sales Agent based in Hong Kong, where we have now established a Fiji Airways Regional Office. By bringing the sales and service functions aimed at these visitors in-house, we are able to exercise greater customer service and quality control for better service and productivity.”

The Fiji Airways Global Reservations Centre, located in Suva, is operated by Pacific CentreCom (Fiji) Ltd which opened in January this year and fields some 400,000 calls per year from Fiji, Australia, New Zealand, United States, Hong Kong, and now China.

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