Call Center Agent - Travel - Century City, South Africa

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading business process management firm in Cape Town seeks a customer service representative with 2 years' experience in the travel or tourism industry. This role involves addressing customer inquiries, promoting products, and escalating issues effectively. Candidates should have a Grade 12 certificate and experience with GDS systems like Amadeus or Sabre. The company offers a supportive environment focused on employee development.

Benefits

Professional development opportunities

Structured career path

Engagement in community initiatives

Qualifications

• 2 years’ experience in the travel, tourism, or customer service industry.
• GDS training system experience preferred.
• Basic knowledge of fares and ticketing.

Responsibilities

• Investigate, resolve, and process customer enquiries.
• Promote client’s products and enhance customer experience.
• Escalate queries and operational risks as needed.

Skills

Customer service excellence

Understanding customer needs

Promotion of products

GDS knowledge (Amadeus, Sabre, Galileo)

Education

Grade 12 or equivalent

Travel and Tourism qualification

Job description

Overview

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Responsibilities

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems (GDS) to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.

Qualifications

Experience, knowledge, skills and attributes required:

• 2 years’ experience in the travel, tourism or customer service industry
• Grade 12 or equivalent
• 12 months travel and tourism training or relevant training advantageous
• GDS training system, preferably Amadeus, Sabre & Galileo
• Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
• Excellent understanding or experience of delivering great customer service to a customer

• Key requirements:
• A Matric/Grade 12 Certificate or equivalent;
• Travel and Tourism qualification would be advantageous but not essential.