Sr Associate - Ops
WNS Global Services
Cape Town, WC, ZA
20h 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 :

  • 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
  • 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 :
  • o Prioritise and manage work flow

    o Analyse, validate and interpret information

    o Resolve conflict situations amicably

    o Find effective solutions for customers (i.e. businesses)

    o Effective problem solving and decision-making skills

    o Multi-task and cope with high work volumes

    o Team player and be able to work in an open-plan environment

    o Work under pressure to meet performance KPIs and client service level agreements

    o Effective negotiation and persuasion skills

    o Effectively share knowledge and expertise with customers and staff

    o Be agile and able to adapt to change in a fast-paced environment

    Preferred :

  • South African Citizen
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