Call Centre Agent (Senior Associate) - Travel GDS Expert

Responsibilities

• Act as a travel consultant assisting international customers using GDS systems
• Manage financial transactions and secure payments in line with compliance policies
• Provide tailored travel recommendations and solutions
• Handle booking changes, cancellations, and travel modifications
• Maintain knowledge of travel products and basic geography
• Resolve customer complaints and issues with a customer-first approach
• Adhere to timelines, schedules, and service-level agreements (SLAs)

Requirements

• Minimum 12 months GDS experience
• Minimum 2 years international contact centre experience
• Advanced working knowledge of Amadeus (certified) and Sabre GDS
• Expertise in complex fare construction, ticketing, BSP processes, and refunds
• Proven experience within a TMC or corporate travel environment
• Strong command of written and spoken English
• Matric qualification
• Clear credit and criminal record
• Ability to work 24/7 rotational shifts including weekends

Preferred Qualifications

• FARES 1 & 2 qualifications or equivalent fare and ticketing certification

About the Company

WNS is a global Business Process Management (BPM) leader, providing operational excellence and deep domain expertise across various industries including Travel, Banking, and Healthcare.