Customer Service Representative

WNS; Gurugram District; On-site; INR 420,000 - 540,000; Full time

Benefits offered by this job

Transport facilities

24/7 shift availability

Job summary

WNS Global Services in Gurgaon is hiring experienced GDS Travel Professionals for a US Travel Voice Process. The ideal candidate has at least 2 years of travel experience with Amadeus or Sabre, and strong knowledge of airline reservations, ticketing and related processes.

You will handle US travel bookings, create and manage PNRs, process bookings, refunds and exchanges, and ensure quality and customer satisfaction in a 24/7 rotational shift environment.

Qualifications

• Minimum 2 years of experience in Travel / GDS.
• Hands-on experience with Amadeus or Sabre.
• Strong knowledge of GDS and airline reservation systems.
• Excellent verbal and written communication skills.
• Strong customer-handling and problem-solving abilities.
• Experience in US Travel / International Travel / B2B Travel preferred.

Responsibilities

• Handle customer calls related to US travel bookings and reservations.
• Create, modify and manage PNRs using GDS systems.
• Handle flight booking and ticketing activities.
• Process cancellations and refunds as per applicable guidelines.
• Handle ticket exchanges and reissues accurately.
• Resolve customer queries related to flight bookings and reservations.
• Provide accurate and timely solutions while maintaining high customer service standards.
• Maintain accuracy and compliance while processing travel transactions.
• Achieve defined quality, productivity and customer satisfaction targets.
• Work effectively in a 24/7 rotational shift environment.

Skills

Verbal and written communication

Customer handling

Problem solving

US Travel experience

Tools

Amadeus

Sabre

GDS systems

Job description

Company: WNS Global Services

Location: Gurgaon / Gurugram

Experience: 2+ Years

Shift: 24/7 Rotational Shifts

Employment Type: Full-time

About WNS

WNS Global Services is a global business process management (BPM) company that combines industry expertise with technology and analytics to deliver business solutions to organizations worldwide. WNS works with clients across multiple industries, including Travel, Banking & Financial Services, Healthcare, Retail, Insurance and Logistics.

WNS has a strong presence in the travel and hospitality domain and offers opportunities to work with global clients and international processes.

Job Summary

WNS is hiring experienced GDS Travel Professionals for a US Travel Voice Process in Gurgaon. The ideal candidate should have a minimum of 2 years of relevant travel experience with hands-on expertise in Amadeus or Sabre GDS and strong knowledge of airline reservations and ticketing.

Candidates with strong end-to-end GDS knowledge, including PNR creation, booking, ticketing, refunds, cancellations, exchanges and reissues, will be preferred.

Key Responsibilities

• Handle customer calls related to US travel bookings and reservations.
• Create, modify and manage PNRs using GDS systems.
• Handle flight booking and ticketing activities.
• Process cancellations and refunds as per applicable guidelines.
• Handle ticket exchanges and reissues accurately.
• Resolve customer queries related to flight bookings and reservations.
• Provide accurate and timely solutions while maintaining high customer service standards.
• Maintain accuracy and compliance while processing travel transactions.
• Achieve defined quality, productivity and customer satisfaction targets.
• Work effectively in a 24/7 rotational shift environment.

Required Skills & Qualifications

• Minimum 2 years of experience in Travel / GDS.
• Hands-on experience with Amadeus or Sabre.
• Strong knowledge of GDS and airline reservation systems.
• Good understanding of:
• PNR Creation & Management
• Flight Booking
• Ticket Issuance
• Refunds
• Exchanges
• Excellent verbal and written communication skills.
• Strong customer-handling and problem-solving abilities.
• Comfortable working in a 24/7 rotational shift environment.
• Candidates with US Travel / International Travel / B2B Travel experience will be preferred.

Shift & Weekly Off

• 24/7 rotational shifts
• 2 rotational weekly offs

Transport Facilities

• One-side transport shuttle: Pickup available from the nearest metro station.
• One-way cab facility available.

Preferred Candidate Profile

Candidates with strong practical experience in Amadeus/Sabre and end-to-end travel ticketing will be preferred.

Candidates having exposure to US Travel, International Travel, B2B Travel Support, Voice Process, airline reservations and ticketing are encouraged to apply.