Customer Service Agent - Travel
WNS Global Services
Cape Town, WC, ZA
1d ago

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

Essential :

1 years experience in the travel, tourism or customer service industry

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

Job-Related Knowledge, Competencies & Skills Required

Essential :

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)

GDS training system, preferably Amadeus, Sabre & Galileo

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

The ability to :

Prioritise and manage work flow

Analyse, validate and interpret information

Resolve conflict situations amicably

Findd 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

Preferred :

South African Citizen


Qualifications Required

Essential :

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

Travel and Tourism course / diploma

Preferred :

Knowledge or understanding of contact centre technology and methodologies

Minimum 12 months customer facing experience

Computer literacy in order to operate customer related information systems

Effective customer relationship and communication skills

Excellent verbal and written communication skills

GDS certification (Sabre, Galileo, Amadeus, etc )

Additional Information

Behavioral Traits Required :

The ability to :

learn, understand and master new information and multiple processes quickly

deal with complexity

negotiate and influence

attention to details

take ownership and deliver results

work under pressure

A professional approach

A strong customer-service orientation

Effective emotional intelligence (EQ)

Highly organized

Excellent problem solver

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