Customer Service Representative

WNS; Haryana; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

One-side transport shuttle

One-way cab facility

Job summary

WNS Global Services in Gurgaon is seeking a Customer Support Associate for US Travel Voice Process. The role requires 2+ years of travel/GDS experience with Amadeus or Sabre, airline reservations, and end-to-end ticketing knowledge.

You will work in a fast-paced, globally oriented environment handling PNRs, bookings, refunds, and ticket changes. The ideal candidate will have strong communication skills and be comfortable with 24/7 rotational shifts and a minimum graduate qualification.

Qualifications

• Minimum 2 years of experience in Travel / GDS.
• Hands-on experience with Amadeus or Sabre.
• Strong knowledge of GDS and airline reservation systems.
• Experience with PNR creation, booking, ticketing, refunds, cancellations, exchanges and reissues.
• Excellent verbal and written communication skills.
• Ability to work in a 24/7 rotational shift environment.

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 guidelines.
• Handle ticket exchanges and reissues accurately.
• Resolve queries related to flight bookings and reservations.
• Maintain accuracy and compliance in travel transactions.
• Achieve defined quality, productivity and customer satisfaction targets.
• Work effectively in a 24/7 rotational shift environment.

Skills

GDS Travel

Amadeus

Sabre

PNR Creation

Flight Booking

Ticketing

Communication Skills

Travel Knowledge

Education

Graduate

Job description

Customer Support Associate – Voice Process

Company: WNS Global Services

Location: Gurgaon / Gurugram

Experience: 2+ Years

Process: US Travel – Voice Process

Shift: 24/7 Rotational Shifts

Education: Minimum Graduate

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
• Cancellations
• Exchanges
• Reissues
• Excellent verbal and written communication skills.
• Strong customer-handling and problem-solving abilities.
• Comfortable working in a 24/7 rotational shift environment.
• Minimum Graduate qualification.
• 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.