Call Centre Agent (Senior Associate) - Airlines Night Shift

About the role

WNS, part of Capgemini, is hiring a Call Centre Agent (Senior Associate) for its airline night shift in Cape Town. You will act as the friendly voice behind the airline, handling inbound calls with passengers and travel agents, resolving their issues and promoting a first-class experience. The schedule is 24/7 with rotational shifts from Monday to Sunday, and the team works on South African public holidays.

Key responsibilities

• Assist passengers with bookings, changes, upgrades, baggage queries and general flight information
• Resolve disruptions such as cancellations, delays and rebookings
• Provide expert support on airline reservation systems and travel platforms
• De-escalate concerns and resolve conflicts while maintaining a calm, professional service
• Promote additional services and upgrades to support revenue growth
• Capture and maintain passenger information and interaction records accurately
• Take on additional duties as required

Required profile

• Grade 12 / Matric certificate
• At least 1 year of contact centre or customer service experience (airline industry preferred)
• Previous customer service or call centre experience is a must
• Clear credit and criminal record

Required skills

• Strong written and spoken English
• Numerical and analytical ability to handle billing-related queries
• Multitasking, efficient typing and system navigation

What we offer

• Career growth opportunities
• Training and development support
• Exposure to international clients and systems
• A fast-paced, fun team culture