Travel Call Centre Agent - WNS South Africa

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.

Role Purpose

To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity

Experience Required

Essential:

• 2+ years experience in the travel, tourism or customer service industry
• GDS training system – Native Sabre

Preferred:

• 12 – 24 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /contact centre environment
• Prior customer service and/or sales experience

Qualifications

Job-Related Knowledge, Competencies & Skills Required

Essential:

• GDS training system – Native Sabre
• Credit / Criminal Clear
• High proficiency in verbal & written English and/or another South African Language
• Sound interpersonal skills
• Email etiquette
• Proficiency in the following Microsoft packages (Word, Excel & Outlook)
• Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
• Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers
• High attention to detail and accuracy
• Target driven
• The ability to:

• • Prioritise and manage work flow
  • Analyse, validate and interpret information
  • Resolve conflict situations amicably
  • Find effective solutions for customers (i.e. businesses)
  • Effective problem solving and decision-making skills
  • Multi-task and cope with high work volumes
  • Team player and be able to work in an open-plan environment
  • Work under pressure to meet performance KPIs and client service level agreements
  • Effective negotiation and persuasion skills
  • Effectively share knowledge and expertise with customers and staff
  • Be agile and able to adapt to change in a fast-paced environment