Senior Associate

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

Benefits offered by this job

Rotational shifts

Work from office

Job summary

WNS in Gurgaon, India seeks an experienced corporate travel support professional to handle customer inquiries via phone, email and chat. You will perform data quality checks, coordinate with hotels, airlines and car rental vendors, and manage GDS ticketing using Amadeus.

The role emphasizes KPI attainment and ongoing process improvement. The position requires at least 1 year of corporate travel experience, with participation in training to enhance skills.

Qualifications

• Handle customer inquiries and issues across multiple channels.
• Perform data quality checks and invoicing on multiple tools.
• Communicate with hotels, airlines, and car rental vendors.
• Manage ticketing queues in Amadeus GDS and take appropriate action.

Responsibilities

• Maintain up-to-date knowledge of products, policies, and procedures.
• Collect customer feedback and escalate to improve processes.
• Meet or exceed individual and team KPIs/SLA.
• Participate in training and coaching to enhance customer service skills.
• Work on a 24/7 shift schedule including graveyard shifts, weekends, and holidays.
• Work from office in Gurgaon, India.
• Experience of at least 1 year in corporate travel.

Skills

Customer service

Communication skills

Data quality

Tools

Amadeus GDS

Job description

Customer interaction and satisfaction: Handling customer inquiries, issues, and requests in a professional, courteous, and timely manner through various channels (phone, email, chat, etc.), striving for customer satisfaction and maintaining loyalty

Working on completing data quality checks and completing invoicing activities on multiple tools

Communicate with the vendors (Hotels, Airlines and Car Rental Companies) through outbound calls/emails.

Work on Ticketing queues in the GDS- Amadeus and take appropriate action. Eg:fulfill tickets, process ADM's / Process ARC's / BSP's* transactions etc

Product and process knowledge: Maintaining up-to-date knowledge of the company's products, services, policies, processes, and procedures to provide accurate information and assistance to customers.

Feedback collection: Gathering customer feedback, identifying trends, and escalating them to supervisors to improve processes and services.

Objective achievement: Meeting or exceeding individual and team performance goals.

Professional development: Participating in training programs and coaching to enhance customer service skills, knowledge, and competence

Adherence to defined KPI/SLA of the process

Will work on a 24/7 shift schedule including graveyard shifts, weekends, and holidays.

5 Days Working

2 Days Off

Rotational Shift and Rotational off

Work from office

Location - Gurgaon

Experience - Minimum 1 year experience in corporate travel