Call Centre Agent (Senior Associate) - Travel GDS Expert (Cape Town)

WNS Global Services

full-time senior Cape Town, Western Cape, South Africa · More jobs in Cape Town, Western Cape, South Africa

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Job Description

Are you passionate about travel and enjoy helping corporate clients plan seamless journeys? We’re looking for a dynamic and experienced Corporate Travel Consultant with GDS expertise to join our vibrant team.

If you thrive in a fast-paced environment and enjoy creating seamless travel experiences, this could be your next big adventure.

To be successful in this role, candidates should have prior travel industry experience. This is a key requirement and only applicants who meet this criterion will be considered during the selection process.

What You’ll Be Doing:

• Must be willing to work in a 24/7 environment, including weekends and rotational shifts.
• Demonstrate an excellent command of the English language, both written and verbal.
• Deliver a high-quality customer experience, ensuring strong customer satisfaction (CSAT) scores.
• Ability to identify both stated and unstated customer needs while adhering to defined quality metrics.
• Act as a travel consultant, assisting international customers using GDS systems (e.g., Amadeus, Sabre, Galileo) is essential.
• Manage financial transactions, including processing payments securely in line with verification and compliance policies.
• Provide tailored travel recommendations and solutions, while adhering to multiple process and client requirements.
• Handle customer inquiries related to booking changes, cancellations, and other travel modifications efficiently.
• Maintain strong knowledge of travel products and basic geography to support accurate booking and advisory services.
• Proactively report potential security concerns or client complaints to management.
• Effectively resolve customer complaints and issues with a customer-first approach.
• Offer consultative assistance, ensuring customers receive the most suitable travel options.
• Adhere to timelines, schedules, and service-level agreements (SLAs) at all times.
What You Bring to the Role:

• A fluent English communicator (spoken & written)
• Someone who thrives in a 24/7, always-on environment (including weekends & shifts)
• A customer-first mindset with strong attention to detail
• Ability to read between the lines and understand customer needs
• A solution-driven problem solver who enjoys making people happy
• Passion for travel and creating unforgettable journeys
What Makes the Role Exciting:

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