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  • Posted: Nov 19, 2021
    Deadline: Not specified
  • Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
    Read more about this company


    Team leader - Customer Service Travel

    Job Description

    Role Purpose

    • To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business and remaining committed to treating customers fairly.

    Experience Required:


    • Minimum 36 month customer service experience, 24 month of which in leadership / supervisory position.

    • In depth knowledge or understanding of contact centre technology and methodologies

    • Neutral accent essential with excellent verbal and written English communication skills

    • Confidence and creditability with the ability to articulate in a clear and concise manner

    • Computer literacy in order to operate customer related information systems


    • Working knowledge and GDS certification (Sabre, Galileo, Amadeus, etc…)


    Job-Related Knowledge, Competencies & Skills Required


    • Credit / Criminal Clear

    • Management of high performing teams

    • Confidence and creditability

    • Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues

    • Impact and influencing skills

    • Ability to prioritise deliverables and plan accordingly

    • Embraces change whilst remaining productive and positive

    • Manage the negativity of others

    • Leadership and conflict resolution skills

    • Knowledge / Experience of disciplinary procedures 

    • Performance management skills

    • Good decision-making and Organisational skills

    • Ability to coach and motivate individuals

    • Excellent written and communication skills

    • Willingness to be approachable and help team members

    • Ability to work well under pressure

    • Exceptional team work skills

    • Determination to achieve high standards

    • Proficiency in the following Microsoft packages (Word, Excel & Outlook)

    • Exceptional administrative skills with sound planning, organizing and time management skills

    • Target driven


    • A good understanding of Airline / Travel Industry aims and objectives

    • Knowledge or understanding of contact centre technology and methodologies

    • Understand good housekeeping for data protection and information security requirements



    Qualifications Required:


    • Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths

    • Minimum 2 years contact centre experience

    • GDS experience a min of 6 months



    • Travel and Tourism course/ diploma or related field


    Additional Information

    Behavioural Traits Required:

    • High degree of patience and assertiveness with excellent rapport-building skills

    • Positively contribute and lead in team activities

    • Takes pride in work, checking own for quality ie. Lead by example

    • Maintains effective time management

    • Have a positive attitude and the ability to influence and motivate others

    • Effective emotional intelligence (EQ)

    • Team player

    • Flexible

    • Self-Motivated

    Method of Application

    Interested and qualified? Go to WNS Global Services on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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