Assistant Manager - Operations

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

•Respond promptly and appropriately to customer inquiries via phone, email, and chat regarding bookings, itineraries, and travel policies with a goal of customer satisfaction.

•Assist customers with pre-booking questions and errors encountered when booking flights, hotels, rental cars, and activities

•Assist customers with travel cancellations and modifications following correct processes for specific client’s program.

•Handle customer issues and complaints, working with team members and suppliers to find appropriate and timely solutions.

•Document all interactions of customer requests and actions taken following correct processes for the GDS and ADM systems.

•Reply to customer and supplier emails using correct processes, structure, and grammar to convey a professional and caring tone and sense of urgency.

•Advise customers on fare rules, refund eligibility, exchange fees, and credit use to help them make informed decisions.

•Cancel customer flights following the correct processes and order for air ensuring that fare rules and restrictions are verified, manual fees are added or waived, and that refund and credit options are presented to the customer prior to cancelling.

•Re-book flights for customers in the ADM using air travel credit certificates following correct processes for payment and queueing.

•Assist customers with flight schedule change options, checking availability for requested flight changes, passing necessary information to the exchanges team with urgency. and setting appropriate expectations with the customer

•Queue place bookings in Sabre for all flight bookings worked

•Available for weekend rotations as scheduled

•Assist agents with escalated customer issues and complaints, working with team members to find appropriate and timely solutions.  

•Ensure bookings and issues requiring follow-up are entered on the appropriate channel and tracker for action and ownership.

•Work issues and escalations from the tracker daily providing timely customer updates and closure. •Provide clear and accurate information to customers on refund and change options and timelines, cancellation policies, fees, and credit options.

•Process complex ticketing adjustments in Sabre, including voluntary and involuntary changes, reissues, cancellations, and refunds ensuring refunds and add/collect are processed correctly in the CRM.

•Troubleshoot and resolve technical or fare-related issues within Sabre, ensuring smooth transaction processing.

•Complete credit card refunds only after verifying that the actions on the booking were completed correctly, fees are accounted for correctly, and the amount is due to credit card and not another form of credit or adjustment.

•Create Travel Certificates after verifying any applicable manual fees adjustments were made and that all amounts, fields, and documentation are entered correctly before emailing the itinerary with the certificates to the customer.

•Redeem Travel Certificates following correct processes in both GDS and the booking CRM.

•Work Sabre Queues through the day ensuring escalations and follow-up are completed.•Work Schedule Changes from the Sabre Queues following correct processes.

•Work the Daily Task Tracker as assigned and ensure Refunds and Balance Due bookings are settled correctly.

•Assist with daily auditing of bookings, cancellations, exchanges, and refunds to ensure correct financial processes are followed in line with airline and supplier policies.

• Experience with GDS

• Knowledge of travel products and geography.

• High School Diploma, GED or equivalent preferred

• 1+ year of experience in a call center with experience in hospitality, tourism, or related field preferred.

• Ability to speak French and English