Call Centre Agent (Senior Associate) - Travel GDS Expert (Cape Town)

Are you passionate about travel and enjoy helping corporate clients plan seamless journeys? We’re looking for a dynamic and experienced Corporate Travel Consultant with GDS expertise to join our vibrant team.

If you thrive in a fast-paced environment and enjoy creating seamless travel experiences, this could be your next big adventure. 

What You’ll Be Doing

• 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.
• Deliver a high-quality customer experience, ensuring strong customer satisfaction (CSAT) scores.
• 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.

What You Bring to the Role:  

• A fluent English communicator (spoken & written)
• Someone who thrives in a 24/7, always-on environment (including weekends & shifts)
• A customer-first mindset with strong attention to detail
• Ability to read between the lines and understand customer needs
• A solution-driven problem solver who enjoys making people happy
• Passion for travel and creating unforgettable journeys 

What Makes the Role Exciting

• Career growth opportunities
• Training and development support
• Exposure to international clients & systems
• Fast-paced, fun team culture

Essential Requirements

• 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

Please note: Applications will only be considered from candidates who can demonstrate advanced Amadeus and Sabre fare and ticketing expertise, as well as a strong commitment to policy compliance, SLA delivery, and cross-team collaboration. These are critical, non-negotiable requirements for success in this role.

• 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
• Our operating sites are based in Century City