Senior Associate - Operations - job 2 of 2

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 Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.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.

Handling Service calls/emails from customers through Voice/Email channels to support queries related to Reservations & Ticketing General customer service for – Handling Service calls/emails from customers through Voice/Non voice channels to support queries related to Reservations & Ticketing Frontend with customer and manage customer request for new reservation/Bookings/Voluntary and Involuntary exchanges/Refunds and Cancellations including Void /Modifications through Voice calls Looking up availability, quoting fares for itineraries, & booking flights Ticket Issuance Voluntary and Involuntary exchanges Refunds and Cancellations including Void Reissue of tickets Booking /reserving special requests (Seats & Meals & special services) Frontend with customer and manage customer request for new reservation/Bookings/Modifications through Voice calls Answer to general queries related to fare/refunds/PNR etc Adherence to defined KPI/SLA of the process Reporting to the Team Leader.

• 12 to 24 Months of prior work experience in corporate travel front office space
• Experience on making new bookings, changes and cancellations
• Min of 12-24 months hands on experience on one or more GDS (Sabre, WSpan, Amadeus, Galileo). Amadeus is preferred.
• Good understanding about International Ticketing, Exchange, Refunds.
• Efficient knowledge of IATA World Geography; Including TC Areas (IATA Traffic conference Area), Global Indicator, Type of Journey etc.
• Strong interpersonal and communication skills with the ability to communicate effectively with both internal and external stakeholders.
• Ability to follow set instructions and process steps Attention to detail Basic customer service etiquettes Proficiency in computer skills Flexibility to work in shifts IATA/UFTA certification would be an add on advantage.