WNS

Call Centre Agent (Senior Associate) - Travel GDS Expert (Cape Town)

Cape Town, Western Cape, South Africa · On-site · Full-time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerWNS
LocationCape Town, Western Cape, 7441, South Africa
Work styleOn-site
Employment typeFull-time
Employer posted1 month ago

Are you passionate about travel and enjoy helping corporate clients plan seamless journeys? We’re looking for a dynamic and experienced Corporate Travel Consultant with GDS expertise to join our vibrant team.

If you thrive in a fast-paced environment and enjoy creating seamless travel experiences, this could be your next big adventure.

To be successful in this role, candidates should have prior travel industry experience. This is a key requirement and only applicants who meet this criterion will be considered during the selection process.

What You’ll Be Doing:

Must be willing to work in a 24/7 environment, including weekends and rotational shifts.
Demonstrate an excellent command of the English language, both written and verbal.
Deliver a high-quality customer experience, ensuring strong customer satisfaction (CSAT) scores.
Ability to identify both stated and unstated customer needs while adhering to defined quality metrics.
Act as a travel consultant, assisting international customers using GDS systems (e.g., Amadeus, Sabre, Galileo) is essential.
Manage financial transactions, including processing payments securely in line with verification and compliance policies.
Provide tailored travel recommendations and solutions, while adhering to multiple process and client requirements.
Handle customer inquiries related to booking changes, cancellations, and other travel modifications efficiently.
Maintain strong knowledge of travel products and basic geography to support accurate booking and advisory services.
Proactively report potential security concerns or client complaints to management.
Effectively resolve customer complaints and issues with a customer-first approach.
Offer consultative assistance, ensuring customers receive the most suitable travel options.
Adhere to timelines, schedules, and service-level agreements (SLAs) at all times.

Show full description

What You Bring to the Role:

A fluent English communicator (spoken & written)
Someone who thrives in a 24/7, always-on environment (including weekends & shifts)
A customer-first mindset with strong attention to detail
Ability to read between the lines and understand customer needs
A solution-driven problem solver who enjoys making people happy
Passion for travel and creating unforgettable journeys

What Makes the Role Exciting:

Career growth opportunities
Training and development support
Exposure to international clients & systems
Fast-paced, fun team culture

Essential Requirements:

A mimimum of 12 months GDS experience is essential
A minimum of 2 years international contact centre experience is required
Preference will be given to candidates holding FARES 1 & 2 qualifications (or an equivalent fare and ticketing certification), coupled with strong analytical and problem-solving abilities.
Proven experience within a TMC/corporate travel environment is required, with demonstrable expertise in complex fare construction, ticketing, BSP processes, and refunds.
Advanced working knowledge of both Amadeus(certified) and Sabre GDS is an absolute requirement. Candidates must possess detailed fare calculation, pricing, ticketing, reissue, and refund knowledge across both systems.
Strict adherence to travel policies, SLA management, and effective cross-functional collaboration are non-negotiable requirements for this role. Candidates must have a proven track record of consistently meeting service standards, complying with policy requirements, and working effectively across teams and stakeholder
Strong command of written and spoken English is essential
Must have a clear credit and criminal record
Matric is required

Please note: Applications will only be considered from candidates who can demonstrate advanced Amadeus and Sabre fare and ticketing expertise, as well as a strong commitment to policy compliance, SLA delivery, and cross-team collaboration. These are critical, non-negotiable requirements for success in this role.

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

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