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

Responsibilities

• Act as a travel consultant for international customers using GDS systems such as Amadeus and Sabre
• Provide tailored travel recommendations and manage complex booking changes, cancellations, and modifications
• Handle financial transactions and process payments securely in compliance with verification policies
• Deliver high-quality customer service to ensure strong customer satisfaction (CSAT) scores
• Manage complex fare construction, ticketing, reissues, refunds, and BSP processes
• Adhere to strict travel policies, service-level agreements (SLAs), and timelines
• Work within a 24/7 rotational shift environment, including weekends and public holidays

Requirements

• Minimum of 12 months of GDS experience
• Minimum of 2 years of international contact centre experience
• Advanced working knowledge of both Amadeus (certified) and Sabre GDS
• Proven expertise in complex fare construction, pricing, ticketing, and refunds
• Strong command of written and spoken English
• Matric qualification
• Clear credit and criminal record
• Experience within a TMC or corporate travel environment

Preferred Qualifications

• FARES 1 & 2 qualifications or equivalent fare and ticketing certification
• Strong analytical and problem-solving abilities

Benefits

• Career growth and professional development opportunities
• Training and development support
• Exposure to international clients and advanced systems
• A fast-paced and engaging team culture

About the Company

WNS is a global Business Process Management (BPM) leader that provides business value to over 400 global clients. By combining operational excellence with deep domain expertise, WNS delivers complex processes across various industries, including Travel, Banking, and Healthcare. WNS South Africa has been an industry leader in Business Process Outsourcing (BPO) since 2003.