Call Centre Agent; Senior Associate; Airlines Night Shift

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Step into the fast lane of travel where every call is a new adventure. Join a fun, high-energy environment where you’ll be at the heart of the action, chatting with passengers and travel agents, solving their challenges, and adding a little sunshine to their journey. As the friendly voice behind the airline, you’ll handle inbound calls like a pro, turning questions into smooth take-offs, turbulence into calm skies and every interaction into a first-class experience.

If you love helping people, thinking on your feet, and bringing good vibes to every conversation, this is your boarding call.

• Deliver exceptional customer service to passengers by assisting with a wide range of travel-related enquiries, including bookings, changes, upgrades, baggage queries, and general flight information.
• Confidently manage and resolve disruptions such as cancellations, delays, rebookings and turning challenging situations into positive customer experiences.
• Act as a knowledgeable expert across airline reservation systems and travel platforms, providing proactive support to customers and travel partners.
• Use strong communication skills to de-escalate concerns, resolve conflicts, and build trust while delivering a calm and professional service in a fast-paced environment.
• Identify and promote additional services and upgrades, using sound judgment to enhance the customer journey while supporting revenue growth.
• Accurately capture and maintain passenger information and interaction records to ensure a seamless travel experience.
• Take on additional duties as required, contributing to a collaborative, safety-focused, and high-performing airline team.

• A passion for excellent customer service and creating positive customer experiences.
• Strong communication skills, with the ability to actively listen, empathize, and respond effectively.
• Solid numerical and analytical abilities to confidently assist with billing-related queries.
• Excepti…