Call Centre Agent (Senior Associate) - Travel GDS Expert (Cape Town)
On-siteCape Town, Western Cape, South Africa
Cape Town, Western Cape, South AfricaOn-siteFull TimeMid LevelOutsourcing/OffshoringEnterprise
Full TimeMid LevelEnterpriseOutsourcing/Offshoring
Job Summary
Manage corporate travel inquiries and bookings for international clients using advanced Amadeus and Sabre GDS systems. Identify customer needs while processing financial transactions and handling modifications like cancellations and changes. Resolve complaints and offer tailored travel solutions to maintain high CSAT scores and meet strict SLAs. Work in a 24/7 rotational shift environment across weekends and holidays, adhering to security policies and compliance requirements. Assist clients with complex fare construction, ticketing, and refunds, ensuring seamless journey planning for global travelers.
Required Qualifications
- Must be willing to work in a 24/7 environment, including weekends and rotational shifts
- Demonstrate an excellent command of the English language, both written and verbal
- Ability to identify both stated and unstated customer needs while adhering to defined quality metrics
- Act as a travel consultant, assisting international customers using GDS systems (e.g., Amadeus, Sabre, Galileo) is essential
- Manage financial transactions, including processing payments securely in line with verification and compliance policies
- Provide tailored travel recommendations and solutions, while adhering to multiple process and client requirements
- Handle customer inquiries related to booking changes, cancellations, and other travel modifications efficiently
- Maintain strong knowledge of travel products and basic geography to support accurate booking and advisory services
- Proactively report potential security concerns or client complaints to management
- Effectively resolve customer complaints and issues with a customer-first approach
- Offer consultative assistance, ensuring customers receive the most suitable travel options
- Adhere to timelines, schedules, and service-level agreements (SLAs) at all times
- A mimimum of 12 months GDS experience is essential
- A minimum of 2 years international contact centre experience is required
- Preference will be given to candidates holding FARES 1 & 2 qualifications (or an equivalent fare and ticketing certification), coupled with strong analytical and problem-solving abilities
- Proven experience within a TMC/corporate travel environment is required, with demonstrable expertise in complex fare construction, ticketing, BSP processes, and refunds
- Advanced working knowledge of both Amadeus(certified) and Sabre GDS is an absolute requirement
- Candidates must possess detailed fare calculation, pricing, ticketing, reissue, and refund knowledge across both systems
- Strict adherence to travel policies, SLA management, and effective cross-functional collaboration are non-negotiable requirements for this role
- Candidates must have a proven track record of consistently meeting service standards, complying with policy requirements, and working effectively across teams and stakeholder
- Strong command of written and spoken English is essential
- Must have a clear credit and criminal record
- Matric is required
- Applications will only be considered from candidates who can demonstrate advanced Amadeus and Sabre fare and ticketing expertise
- Candidates must have a strong commitment to policy compliance, SLA delivery, and cross-team collaboration
- Enjoy a dynamic 24/7 schedule with rotational shifts from Monday to Sunday
- Be part of a team that keeps things running, even on South African public holidays
Desired Qualifications
- Passion for travel and creating unforgettable journeys
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