Travel Call Centre Agent (Sabre Native)

WNS; Cape Town; On-site; ZAR 200,880 - 290,160; Full time

Job summary

WNS Global Services South Africa is seeking a customer service professional with GDS Sabre experience to deliver high-quality support in a fast-paced travel/airline environment. Your role includes handling multi-channel inquiries, maintaining accuracy, and upholding service levels for clients in South Africa.

Essential qualifications include Sabre proficiency, English fluency, and strong administrative and interpersonal skills.

Qualifications

• GDS system experience with Sabre is essential.
• Credit and criminal clearances are required.
• High proficiency in verbal and written English; knowledge of another SA language is a plus.
• Strong interpersonal skills and email etiquette expected.
• Proficiency in Microsoft Word, Excel and Outlook.
• Knowledge of airline industry, fares and ticketing, and basic GDS knowledge.
• Excellent administrative skills, planning, organization and time management.
• Attention to detail and accuracy; target-driven; able to manage workflow.

Responsibilities

• Identify and understand customer needs and deliver first-class service to boost profitability.
• Maintain high standards of customer care across multi-channel interactions.
• Work under pressure to meet KPIs and client SLAs.
• Collaborate with team members to resolve customer issues and provide effective solutions.

Skills

GDS training system – Native Sabre

English proficiency

Microsoft Word, Excel & Outlook

Interpersonal skills

Time management

Problem solving

Team player

Adaptability

Job description

Company Description

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 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.

Job Description

Role Purpose

To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity.

Experience Required

Essential

• 2+ years experience in the travel, tourism or customer service industry
• GDS training system – Native Sabre

Preferred

• 12 – 24 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /contact centre environment
• Prior customer service and/or sales experience

Qualifications

Job-Related Knowledge, Competencies & Skills Required

Essential

• GDS training system – Native Sabre
• Credit / Criminal Clear
• High proficiency in verbal & written English and/or another South African Language
• Sound interpersonal skills
• Email etiquette
• Proficiency in the following Microsoft packages (Word, Excel & Outlook)
• Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
• Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers
• High attention to detail and accuracy
• Target driven
• Prioritise and manage work flow
• Analyse, validate and interpret information
• Resolve conflict situations amicably
• Find effective solutions for customers (i.e. businesses)
• Effective problem solving and decision-making skills
• Multi-task and cope with high work volumes
• Team player and be able to work in an open-plan environment
• Work under pressure to meet performance KPIs and client service level agreements
• Effective negotiation and persuasion skills
• Effectively share knowledge and expertise with customers and staff
• Be agile and able to adapt to change in a fast-paced environment

Additional Information

Preferred: South African Citizen