Call Centre Agent (Senior Associate) - Travel GDS Expert

Location: Cape Town, Western Cape, South Africa; operating sites based in Century City

Company

hirify.global is a global business process management and business process outsourcing provider serving clients across travel and other industry verticals through delivery centers in South Africa.

What you will do

• Assist international corporate travelers with bookings, changes, cancellations, refunds, reissues, and other travel modifications using GDS systems.
• Provide tailored travel recommendations and consultative solutions while identifying stated and unstated customer needs.
• Process payments securely in line with verification, compliance, travel policy, and client requirements.
• Resolve customer complaints and issues while maintaining customer satisfaction and defined quality metrics.
• Meet timelines, schedules, service-level agreements, and process requirements; report potential security concerns and client complaints to management.
• Collaborate across teams and stakeholders in a 24/7 customer service environment, including weekends, rotational shifts, and South African public holidays.

Requirements

• At least 12 months of GDS experience is essential.
• At least 2 years of international contact centre experience is required.
• Proven TMC or corporate travel experience with expertise in complex fare construction, ticketing, BSP processes, and refunds.
• Advanced working knowledge of certified Amadeus and Sabre GDS is an absolute requirement, including fare calculation, pricing, ticketing, reissue, and refund knowledge across both systems.
• Strong analytical, problem-solving, customer-first, attention-to-detail, and consultative skills.
• Fluent written and spoken English is essential.
• Clear credit and criminal record required.
• Matric is required.
• Consistent compliance with travel policies, SLA delivery, service standards, and cross-functional collaboration is non-negotiable.

Nice to have

• FARES 1 and 2 qualifications or an equivalent fare and ticketing certification.

Culture & Benefits

• Career growth, training, development support, and a structured career path.
• Exposure to international clients and systems.
• Dynamic, fast-paced team culture focused on engagement, performance, and customer experience.
• Work in a 24/7 operating environment with rotational shifts from Monday to Sunday, including South African public holidays.
• Opportunity to contribute to community initiatives through the hirify.global Cares Foundation.