Call Center Agent - Travel - Century City, South Africa Full-time WNS Global Services Inc. is a global Business Process Management leader. Main Purpose Identify and understand customer needs, delivering a first‑class customer service to increase profitability while remaining committed to treating customers fairly. Key Responsibilities Investigate, resolve and process high volume customer enquiries, delivering customer value at first point of contact. Understand customer needs to provide consistently high‑quality service. Promote the client’s products and enhance customer experience and loyalty. Provide accurate information on products and services to maintain consistency across the organization and deliver reliable, trustworthy customer service. Escalate queries, complaints and operational or regulatory risks to the relevant team for timely resolution. Take action to increase customer retention, loyalty and build a credible reputation. Operate customer‑related information systems (GDS) to required standards, maintaining accurate and secure records. Understand and adhere to company and department standards, policies and procedures. Promote a culture where customers are treated fairly and properly informed. Required Experience & Skills 2 years’ experience in the travel, tourism or customer service industry. Grade 12 or equivalent. 12 months of travel and tourism training or relevant training (advantageous). GDS training system experience, preferably Amadeus, Sabre & Galileo. Basic knowledge of airline fares and ticketing, intermediate knowledge of a GDS. Excellent understanding or experience of delivering great customer service. Additional Requirements Matric/Grade 12 Certificate or equivalent. Travel and Tourism qualification advantageous but not essential. #J-18808-Ljbffr