Call Center Agent - Inbound - Centurion, South Africa

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

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. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Main purpose

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.

Key responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment

Experience, knowledge, skills and attributes required:

• Minimum 12 months experience in customer service role (Contact center)

Qualifications and Accreditations

• A Matric/Grade 12 Certificate or equivalent