Senior Airline Call Centre Agent — Night Shift

WNS Global Services

Milnerton

On-site

ZAR 180,000 - 240,000

Full time

14 days+

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Benefits offered by this job

Training and development support

Exposure to international clients &amp

Job summary

WNS Global Services in Century City/Observatory, South Africa, is seeking a Call Centre Agent (Senior Associate) for the night shift. You will handle inbound travel-related enquiries and bookings, delivering a first-class customer experience.

You will resolve disruptions, assist with changes, and provide airline reservation support to passengers and travel partners. A tech-savvy, customer-focused, and English-proficient candidate thrives here.

Qualifications

Previous customer service or call centre experience is a must.
Strong communication skills are essential for handling calls.
Solid numerical and analytical abilities for billing-related queries.

Responsibilities

Deliver exceptional customer service to passengers with bookings, changes, upgrades, baggage queries, and general flight information.
Manage disruptions like cancellations, delays, new bookings and rebookings to ensure positive experiences.
Serve as an expert across airline reservation systems and travel platforms for customers and partners.
De-escalate concerns and maintain a calm, professional service in a fast-paced environment.
Identify opportunities to promote additional services and upgrades to enhance the customer journey and revenue.
Accurately capture passenger information and interactions for seamless travel experiences.
Take on additional duties as required in a collaborative, safety-focused team.