Position: Travel Basic (WNS Global Services LOB)

Line of Business (LOB): Travel, Tourism, and Hospitality Services

Department: WNS Global Services – Travel Division

Designation: Travel Associate / Travel Consultant / Process Associate (depending on role level)

Job Description

The Travel Basic role at WNS Global Services involves providing high-quality travel-related support and services to clients, including corporate or leisure customers. The role primarily focuses on handling travel bookings, itinerary management, customer queries, and back-end operations for travel accounts (such as airlines, hotels, or travel agencies).

The position requires attention to detail, good communication skills, and knowledge of travel systems or processes.

Key Responsibilities

Travel Booking & Reservations

• Process flight, hotel, and car rental bookings using Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo.
• Modify, cancel, or rebook travel itineraries as per customer requests.
• Ensure accuracy in passenger details, dates, and fare rules.

Customer Service

• Handle inbound/outbound calls or emails from customers regarding travel-related queries.
• Provide information on fares, routes, travel policies, and visa requirements.
• Maintain high levels of customer satisfaction through prompt and professional responses.

Documentation & Data Management

• Maintain accurate records of bookings and customer interactions in CRM tools.
• Generate reports or travel documentation such as e-tickets and invoices.
• Ensure compliance with travel regulations and company policies.

Problem Resolution

• Handle travel disruptions such as cancellations, schedule changes, or lost bookings.
• Coordinate with airlines, hotels, or travel suppliers to resolve customer issues.
• Escalate complex issues to senior staff when required.

Process Adherence

• Follow standard operating procedures (SOPs) for travel processes.
• Meet key performance indicators (KPIs) such as accuracy, turnaround time, and quality.
• Support continuous improvement initiatives within the team.

Job Requirements

Senior High School Graduate

With Or Without BPO EXPERIENCE

Good Communication Skills