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
• Manage complex travel requirements including booking changes, cancellations, and modifications
• Handle financial transactions and process payments securely in compliance with verification policies
• Provide tailored travel recommendations and solutions while adhering to client requirements
• Deliver high-quality customer service to ensure strong customer satisfaction (CSAT) scores
• Maintain strict adherence to travel policies, service-level agreements (SLAs), and timelines
• Work within a 24/7 environment, including weekends and rotational shifts

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, ticketing, reissues, and refunds
• Experience within a TMC or corporate travel environment
• Strong command of written and spoken English
• Matric qualification
• Clear credit and criminal record

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
• Fast-paced and engaging team culture

About the Company

WNS is a global Business Process Management (BPM) leader, providing operational excellence and deep domain expertise to over 400 global clients. In South Africa, WNS has been an industry leader in Business Process Outsourcing (BPO) since 2003, employing over 4,000 people across eight delivery centers.