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

WNS (Holdings) Limited (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. 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 to experience 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

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. 

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.

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

Qualifications

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.

Additional Information

• 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