Assistant Operations Manager
WNS Cape Town, Western Cape, South Africa
Company Overview
WNS (Holdings) Limited (NYSE: WNS) is a global leader in Business Process Management (BPM). WNS delivers value to more than 400 global clients by combining operational excellence with deep expertise in key sectors, including Banking & Financial Services, Consulting & Professional Services, Healthcare, Insurance, Manufacturing, Retail & Consumer Goods, Shipping & Logistics, Telecommunications, Travel, and Utilities. WNS South Africa has been operating since 2003 and has established itself as the leading Business Process Outsourcing (BPO) provider in South Africa, with a growing presence across Africa. We are a strategic partner for the delivery of a full range of processes, from the most basic to the most complex, from our eight operations centers in South Africa, with more than 4,000 employees. Why join us? We promise our employees clarity in their roles, training and mentorship, professional development, and a structured career path through our 5 People Promises, always prioritizing the employee experience. Experience a culture of excellence, commitment, and celebration, and contribute to society through our WNS Cares Foundation, where you will have the opportunity to support meaningful initiatives and make a positive impact in the community.
Job Description
Respond promptly and appropriately to customer inquiries via phone, email, and chat regarding reservations, itineraries, and travel policies, with the goal of achieving customer satisfaction.
Assist customers with pre-booking questions and any errors that may arise when booking flights, hotels, rental cars, and activities.
Assist customers with cancellations and travel modifications, following the correct procedures for each customer’s specific program.
Manage customer issues and complaints, working with team members and suppliers to find appropriate and timely solutions.
Document all interactions related to customer requests and actions taken, following the correct procedures for the GDS and ADM systems.
Respond to emails from customers and suppliers using the correct procedures, structure, and grammar to convey a professional and attentive tone, with a sense of urgency.
Advise customers on fare rules and refund eligibility.
Reschedule flights for customers in the ADM using air travel credit certificates, following the correct payment and queue management processes.
Manage reservations in the Sabre queue for all managed flight bookings.
Be available for weekend rotations as scheduled.
Assist agents with customer issues and complaints requiring special attention, working with team members to find appropriate and timely solutions.
Ensure that bookings and issues requiring follow-up are logged in the appropriate tracking channel and system for management and assignment of responsibility.
Provide clear and accurate information to customers regarding refund and change options and timeframes, cancellation policies, fees, and credit options.
Manage complex ticketing adjustments in Sabre, including voluntary and involuntary changes, reissues, cancellations, and refunds, ensuring that refunds and additions/deletions are processed correctly in the CRM.
Troubleshoot technical or fare-related issues in Sabre, ensuring smooth transaction processing.
Process credit card refunds only after verifying that the booking actions were performed correctly and that the fares were properly accounted for.
Create travel certificates after verifying that applicable manual fare adjustments have been made and that all amounts are correct.
Redeem travel certificates following the correct processes in both the GDS and the reservations CRM.
Manage Sabre queues throughout the day, ensuring that escalations and follow-up are completed.
Assist in the daily audit of reservations, cancellations, changes, and refunds to ensure that correct financial processes are followed, in accordance with airline and supplier policies.
Requirements
Experience with GDS systems
Knowledge of tourism products and geography
High school diploma, GED, or equivalent preferred
More than one year of experience in a call center is preferred, ideally in the hospitality, tourism, or related industry
Fluency in French and English
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