Call Centre Agent (Senior Associate) (Travel)

TL;DR

Call Centre Agent (Travel): Providing high-quality corporate travel consultancy and booking services using GDS systems with an accent on complex fare construction, ticketing, and SLA management. Focus on delivering seamless travel experiences for international clients and managing secure financial transactions in a 24/7 environment.

Location: Onsite in Century City, Cape Town, South Africa

Company

hirify.global is a global Business Process Management (BPM) leader providing operational excellence and domain expertise to over 400 global clients.

What you will do

• Assist international corporate clients with travel planning and booking via GDS systems (Amadeus, Sabre, Galileo).
• Manage complex fare construction, ticketing, BSP processes, and refunds.
• Process secure financial transactions in strict compliance with verification and policy requirements.
• Provide tailored travel recommendations and resolve booking modifications efficiently.
• Ensure high customer satisfaction (CSAT) and adhere to strict service-level agreements (SLAs).
• Collaborate across teams in a 24/7 rotational shift environment, including weekends and holidays.

Requirements

• Minimum 12 months of GDS experience (Advanced working knowledge of Amadeus and Sabre is an absolute requirement).
• Minimum 2 years of international contact centre experience.
• Proven experience within a TMC/corporate travel environment.
• Fluent written and spoken English.
• Matric qualification and a clear credit and criminal record.
• Availability to work in a 24/7 rotational shift environment.

Nice to have

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

Culture & Benefits

• Structured career paths with coaching, mentoring, and professional development.
• Exposure to international clients and advanced travel systems.
• Dynamic, fast-paced, and fun team culture.
• Opportunity to contribute to society through the hirify.global Cares Foundation.