Call Center Agent - Inbound - Durban - Grid Eye, South Africa

Wns (Holdings) Limited (Adr); Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management firm in Durban is seeking a Call Center Agent to deliver exceptional customer service. In this role, you'll resolve inquiries efficiently and foster customer loyalty. Ideal candidates will have at least 12 months of contact center experience and possess strong problem-solving skills. Join a company that values employee growth and offers an engaging work environment.

Qualifications

• Minimum 12 months experience in a contact center.
• Proven problem-solving and decision-making skills.
• Ability to adapt in fast-paced environments.

Responsibilities

• Investigate and resolve high-volume customer inquiries.
• Promote client products to enhance customer loyalty.
• Maintain accurate customer records.

Skills

Customer service experience

Proactive problem-solving

Goal-oriented

Teamwork

Job description

Call Center Agent - Inbound - Durban - Grid Eye, South Africa

Full-time

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,+ 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 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

• people.

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 inquiries, delivering customer value at first point of contact.
• Identify and understand customer needs 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 and trustworthiness.
• Escalate queries, complaints, and operational or regulatory risks to relevant teams for timely resolution.
• Take actions to increase customer retention, loyalty, and reputation.
• Operate customer information systems, maintaining accurate and secure records.
• Adhere to company and department standards, policies, and procedures.
• Promote a culture where customers are treated fairly and properly informed.

Required Skills and Attributes

• Customer service experience (minimum 12 months in a contact center).
• Proactive problem-solving and decision-making skills.
• Goal-oriented and high stress tolerance.
• Teamwork and adaptability in a fast-paced environment.

Qualifications and Accreditations

None.