Call Center Agent - Inbound - Centurion, South Africa

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, the UK, and the US. WNS South Africa has been in operation since [year] 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 over [number] 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, 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.

Job Description

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

1. Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact.
2. Identify and understand customer needs in order to provide a consistently high quality service.
3. Effectively promote the client's products and enhance customer experience and loyalty.
4. Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service.
5. Escalate any queries, complaints, and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner.
6. Ensure action is taken to increase customer retention, loyalty, and build a credible reputation.
7. Operate customer-related information systems to the required standard maintaining accurate and secure records.
8. Understand and adhere to the company and department standards, policies, and procedures.
9. Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.

Customer Service Skills

1. Pro-active problem solving and decision-making skills.
2. Goal-oriented.
3. High stress tolerance.
4. Teamwork.
5. 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

A Matric / Grade 12 Certificate or equivalent.