Call Centre Agent (Senior Associate) - Airlines Night Shift

WNS; Cape Town; On-site; ZAR 134,000 - 201,000; Full time

Benefits offered by this job

Dynamic 24/7 schedule

Exposure to international clients &amp

Site: Century City & Observatory

Job summary

WNS in Cape Town seeks an airline customer service professional to handle inbound calls from passengers and travel agents, assisting with bookings, changes, baggage queries and flight information.

You will resolve disruptions like cancellations and delays, act as a knowledgeable agent across airline reservation systems, and identify upsell opportunities while maintaining accuracy and empathy in a fast-paced environment.

Qualifications

• Grade 12 / Matric certificate.
• At least 1 year in a contact centre or airline customer service role.
• International contact centre experience is advantageous.
• Strong written and spoken English is essential.
• Clear credit and criminal record.

Responsibilities

• Deliver exceptional customer service for travel-related enquiries including bookings, changes, upgrades, baggage queries, and flight information.
• Manage disruptions such as cancellations and delays, ensuring positive customer experiences.
• Act as a knowledgeable agent across airline reservation systems and travel platforms.
• De-escalate concerns with strong communication, maintaining calm, professional service.
• Identify upsell opportunities while supporting revenue growth.
• Accurately capture passenger information and interactions for seamless travel.
• Take on additional duties as required in a collaborative airline team.

Skills

Customer service

Communication skills

Numerical and analytical abilities

Multitasking

Call centre experience

Education

Grade 12 / Matric certificate

Tools

Airline reservation systems

Travel platforms

Job description

Company 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.

Company 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

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:

• Career growth opportunities


• Training and development support


• Exposure to international clients & systems


• Fast-paced, fun team culture

Qualifications

• Grade 12 / Matric certificate


• At least 1 year of experience in a contact centre environment or 12 months customer service experience (preferably within the airline industry)


• International contact centre experience will be advantageous


• Strong command of written and spoken English is essential


• Must have a clear credit and criminal record

Additional Information

• 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