Call Center Agent - Inbound - Centurion, South Africa

Wns; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in Business Process Management is seeking a customer service representative. The role involves proactively solving customer inquiries to enhance satisfaction and loyalty. Candidates should have at least 12 months of experience in a contact center and a Matric/Grade 12 certificate. This position offers an opportunity to significantly contribute to customer retention and operational excellence.

Qualifications

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

Responsibilities

• Investigate and resolve high volume customer inquiries at first point of contact.
• Promote client products while enhancing customer experience and loyalty.
• Maintain accurate and secure customer records.

Skills

Proactive problem solving

Decision-making

Goal-oriented

Teamwork

Adaptability

Education

Matric / Grade 12 Certificate

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to + 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 and has 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 processes from our eight delivery centers across South Africa, employing + people. Why join us? We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, keeping employee experience at the core.

Experience a 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.

Job Description

Main purpose

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

Key responsibilities:

• Follow clear instructions and guidelines to investigate, resolve, and process high volume customer inquiries, delivering customer value at first point of contact.
• Identify and understand customer needs to provide 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 and trustworthiness.
• Escalate queries, complaints, and operational or regulatory risks to relevant teams for timely resolution.
• Take actions to increase customer retention, loyalty, and build a credible reputation.
• Operate customer information systems to maintain accurate and secure records.
• Understand and adhere to company and department standards, policies, and procedures.
• Promote a culture where customers are treated fairly and properly informed.

Customer service skills:

• Proactive problem solving and decision-making skills.
• Goal-oriented with high stress tolerance.
• Teamwork and adaptability in a fast-paced environment.

Experience, knowledge, skills, and attributes required:

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

Qualifications:

• A Matric / Grade 12 Certificate or equivalent.