Call Centre Agent (Senior Associate) - Airlines Night Shift at WNS Global Services SA

Job Description

• Step into the fast lane of travel where every call is a new adventure. Join a fun, high-energy environment where you’ll be at the heart of the action, chatting with passengers and travel agents, solving their challenges, and adding a little sunshine to their journey.
• As the friendly voice behind the airline, you’ll handle inbound calls like a pro, turning questions into smooth take-offs, turbulence into calm skies and every interaction into a first-class experience. If you love helping people, thinking on your feet, and bringing good vibes to every conversation, this is your boarding call. 

What You’ll Be Doing:

• Deliver exceptional customer service to passengers by assisting with a wide range of travel-related enquiries, including bookings, changes, upgrades, baggage queries, and general flight information.
• Confidently manage and resolve disruptions such as cancellations, delays, rebookings and turning challenging situations into positive customer experiences.
• Act as a knowledgeable expert across airline reservation systems and travel platforms, providing proactive support to customers and travel partners.
• Use strong communication skills to de-escalate concerns, resolve conflicts, and build trust while delivering a calm and professional service in a fast-paced environment.
• Identify and promote additional services and upgrades, using sound judgment to enhance the customer journey while supporting revenue growth.
• Accurately capture and maintain passenger information and interaction records to ensure a seamless travel experience.
• Take on additional duties as required, contributing to a collaborative, safety-focused, and high-performing airline team.

What You Bring to the Role: 

• A passion for excellent customer service and creating positive customer experiences.
• Strong communication skills, with the ability to actively listen, empathize, and respond effectively.
• Solid numerical and analytical abilities to confidently assist with billing-related queries.
• Exceptional multitasking skills, including efficient typing and system navigation to address customer needs in real-time.
• Previous customer service or call centre experience is a must. 
• If you thrive in a fast-paced environment and love helping people while solving meaningful problems, this role is the perfect fit. 

What Makes the Role Exciting:

• Career growth opportunities
• Training and development support
• Exposure to international clients & systems
• Fast-paced, fun team culture

Qualifications

• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre environment or 12 months customer service experience (preferably within the airline industry)
• International contact centre experience will be advantageous
• Strong command of written and spoken English is essential
• Must have a clear credit and criminal record

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 & Observatory