Travel Call Centre Agent (Sabre Native) at WNS Global Services

Job Description
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:

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

Additional Information

• Preferred: South African Citizen

Location:  Century City, Cape Town,