Senior Travel Call Centre Specialist

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

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.