Senior Associate - Operations

SmartRecruiters, Inc.; Mumbai; On-site; INR 300,000 - 520,000; Full time

Job summary

WNS, part of Capgemini, seeks a verified agent for handling PNRs and refund processing, ensuring compliance with fare rules and service targets. The role requires proficient ticketing terminology and strong communication in English, with flexibility for night shifts and extended hours.

The candidate should have a Graduate degree, good analytical skills, and a travel industry background is preferred. This is an on-site position in Mumbai with standard company policies guiding productivity and

Qualifications

• Strong English communication and letter writing skills.
• Travel industry background or IATA knowledge preferred.
• Analytical and mathematical skills with attention to detail.
• Willingness to work shifts including night shifts and extended hours.

Responsibilities

• Investigate PNRs/Cases from BA passengers and agents worldwide.
• Process refunds based on applicable fare rules and policies.
• Ensure tasks are completed with productivity, accuracy, and timely turnaround.
• Adhere to company policies and shift requirements, including possible extended hours.

Skills

English communication

Letter writing

Travel background/IATA

Analytical skills

Attention to detail

Education

Graduate

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

The candidate is required to investigate PNRs/ Cases received from BA passengers and agents worldwide and process refunds based applicable fare rules. Staff should be proficient in ticketing/ PNR related terminologies. Ensure that all activities assigned are carried out as per targets assigned - Productivity, Accuracy and TAT.Staff will need to work in shift including night shifts as per company policy. Should be to work for extended hours based on team requirement. Abide by all company policiesGood English communication and letter writing skills Travel background/ IATA/ Travel and Tourism preferred Good analytical and mathematical skills Good eye for detail

Qualifications

Graduate