Senior Associate

WNS; Gurugram District; On-site; INR 300,000 - 380,000; Full time

Job summary

WNS Gurgaon seeks a travel support specialist with at least 1 year in corporate travel. You will manage customer inquiries across channels, perform invoicing and data quality checks, and coordinate with hotels, airlines, and car rental partners. Proactive in ticketing using Amadeus GDS and adherence to KPI/SLA.

Role involves rotating shifts, including graveyard, with work from office in Gurgaon. Training and development are provided to enhance service quality and product knowledge.

Qualifications

• Minimum 1 year experience in corporate travel.
• Experience in handling customer inquiries across channels.

Responsibilities

• Handle customer inquiries, issues, and requests through phone, email, and chat.
• Perform data quality checks and invoicing activities on multiple tools.
• Communicate with vendors (Hotels, Airlines, Car Rentals) via outbound calls/emails.

Skills

Customer service

Data quality

Invoicing

Vendor communication

Amadeus GDS

Ticketing

ADM/ARC/BSP

Product knowledge

Feedback collection

KPI/SLA

Training

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