Travel Call Center Agent – Century City

About the role

WNS Global Services is looking for a Travel Call Center Agent to join its Century City centre in South Africa. The role focuses on identifying customer needs, delivering first‑class service, and contributing to the profitability of the travel business while ensuring customers are treated fairly.

Key responsibilities

• Investigate, resolve and process a high volume of customer enquiries at the first point of contact.
• Identify and understand customer needs to provide consistent, high‑quality service.
• Promote the client’s travel products, enhancing customer experience and loyalty.
• Provide accurate product and service information across the organisation.
• Escalate queries, complaints and operational or regulatory risks to the appropriate team.
• Take actions to increase customer retention and build a credible reputation.
• Operate the customer‑related information system (GDS) while maintaining accurate and secure records.
• Adhere to company policies, procedures and a culture of treating customers fairly.

Required profile

• Minimum 2 years’ experience in the travel, tourism or customer service industry.
• Grade 12 or equivalent qualification.
• Completed 12 months of travel and tourism training.

Required skills

• Proficiency with a GDS (Global Distribution System) for handling travel enquiries.

What we offer

• Clear role expectations, coaching, mentoring and a structured career path.
• Culture of outperformance, engagement and celebration.
• Opportunities to contribute to community initiatives through the WNS Cares Foundation.