Call Center Agent - Travel

About the role

WNS Global Services, a global Business Process Management provider with a strong presence in South Africa, is hiring a Call Center Agent for its travel business in Century City, Cape Town. The main objective is to understand customer needs and deliver first-class customer service that increases business profitability while treating customers fairly.

Key responsibilities

• Follow clear instructions to investigate, resolve and process high-volume customer enquiries at first point of contact
• Identify and understand customer needs to provide a consistently high-quality service
• Promote the client's products and enhance customer experience and loyalty
• Provide accurate product and service information so customers can trust the service
• Escalate queries, complaints and operational or regulatory risks to the relevant teams for timely resolution
• Take action to increase customer retention and build a credible reputation
• Operate customer information systems (GDS) accurately and securely
• Adhere to company and department standards, policies and procedures

Required profile

• 2 years' experience in travel, tourism or customer service
• Matric/Grade 12 certificate or equivalent
• 12 months of travel and tourism training or relevant training is advantageous

Required skills

• GDS training, preferably Amadeus, Sabre and Galileo
• Basic knowledge of airline fares and ticketing, and intermediate knowledge of a GDS
• Excellent understanding of customer service