Call Centre Agent (Senior Associate) - Airlines Night Shift

WNS Global Services; Cape Town; Presencial; ZAR 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training and development

Exposure to international clients &amp

Descripción de la vacante

WNS Global Services in Cape Town is seeking a Senior Call Centre Agent (Airlines) for night shifts. You’ll handle inbound passenger inquiries, bookings, changes and disruptions, delivering first-class service in a fast-paced environment.

You bring at least 1 year in a contact centre, strong English, and a passion for helping travelers, with training and international exposure as part of the role.

Formación

• Grade 12 / Matric certificate.
• At least 1 year of contact centre or 12 months customer service experience.
• International contact centre experience is advantageous.
• Strong command of written and spoken English.
• Clear credit and criminal record.

Responsabilidades

• Handle inbound passenger inquiries including bookings, changes and information.
• Resolve disruptions such as cancellations or delays and rebookings.
• Act as a knowledgeable agent across airline reservation systems.
• De-escalate concerns and maintain calm professional service.
• Capture passenger information accurately and maintain records.

Conocimientos

Customer service

Communication

Numerical skills

Multitasking

Call centre experience

Educación

Grade 12 / Matric

Descripción del empleo

Call Centre Agent (Senior Associate) - Airlines Night Shift

Full-time

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.

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.

Step into the fast lane of travel where every call is a new adventure. Join a fun, high-energy environment where you’ll be at the heart of the action, chatting with passengers and travel agents, solving their challenges, and adding a little sunshine to their journey.

As the friendly voice behind the airline, you’ll handle inbound calls like a pro, turning questions into smooth take-offs, turbulence into calm skies and every interaction into a first-class experience. If you love helping people, thinking on your feet, and bringing good vibes to every conversation, this is your boarding call.

What You’ll Be Doing:

• Deliver exceptional customer service to passengers by assisting with a wide range of travel-related enquiries, including bookings, changes, upgrades, baggage queries, and general flight information.
• Confidently manage and resolve disruptions such as cancellations, delays, rebookings and turning challenging situations into positive customer experiences.
• Act as a knowledgeable expert across airline reservation systems and travel platforms, providing proactive support to customers and travel partners.
• Use strong communication skills to de-escalate concerns, resolve conflicts, and build trust while delivering a calm and professional service in a fast-paced environment.
• Identify and promote additional services and upgrades, using sound judgment to enhance the customer journey while supporting revenue growth.
• Accurately capture and maintain passenger information and interaction records to ensure a seamless travel experience.
• Take on additional duties as required, contributing to a collaborative, safety-focused, and high-performing airline team.

What You Bring to the Role:

• A passion for excellent customer service and creating positive customer experiences.
• Strong communication skills, with the ability to actively listen, empathize, and respond effectively.
• Solid numerical and analytical abilities to confidently assist with billing-related queries.
• Exceptional multitasking skills, including efficient typing and system navigation to address customer needs in real-time.
• Previous customer service or call centre experience is a must.

If you thrive in a fast-paced environment and love helping people while solving meaningful problems, this role is the perfect fit.

What Makes the Role Exciting:

• Training and development support
• Exposure to international clients & systems

Requirements:

• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre environment or 12 monthscustomer service experience (preferably within the airlineindustry)
• International contact centre experience will be advantageous
• Strong command of written and spoken English is essential
• Must have a clear credit and criminal record

Schedule and Locations:

• Enjoy a dynamic 24/7 schedule with rotational shifts from Monday to Sunday
• Be part of a team that keeps things running, even on South African public holidays
• Our operating sites are based in Century City & Observatory

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