Call Center Agent - Inbound/Outbound - Century City, South Africa

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management firm in Cape Town seeks customer-focused individuals for a contact center role. Responsibilities include investigating customer inquiries, analyzing data, and ensuring accurate information is provided. The ideal candidate should have a Matric certificate and experience in a dual-focus role within a contact center. Join a company that values employee development and engagement.

Qualifications

• Above-average proficiency in English is essential.
• Preference for candidates with experience dealing with international clients.
• Minimum of 6 months experience in a dual-focus role in a contact center.

Responsibilities

• Investigate and respond to customer inquiries.
• Liaise with internal/external parties to resolve queries.
• Analyze data on systems to resolve customer issues.
• Provide accurate product information.
• Correct customer records based on gathered data.
• Complete transactions according to specified processes.

Skills

Customer service skills

Problem-solving

Interpersonal skills

Data analysis

Proficiency in English

Education

Matric certificate or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Company Description

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 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 basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five people promises, keeping employee experience at the core. Experience a culture of outperformance, engagement, celebration, and 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

We are seeking customer-focused and results-oriented individuals with sound problem-solving and interpersonal skills to deliver effective solutions for customers, enabling collections and minimizing bad-debt write-offs for our UK-based clients.

Key Responsibilities:

• Investigate and respond to a defined range of customer queries or inquiries, providing appropriate resolutions.
• Liaise with internal/external parties to resolve customer queries.
• Analyze and interpret data on available systems to resolve customer issues.
• Escalate queries or complaints to appropriate channels for timely resolution.
• Provide accurate information on products and services to ensure consistency.
• Retrieve and update customer or company information on relevant systems for accurate processing.
• Correct customer records based on data gathered and escalate concerns regarding missing or expected data.
• Complete a defined range of transactions using specified processes to ensure accurate processing.
• Provide regular feedback on work progress and activity levels to your Team Leader via metrics.
• Accurately complete work trackers daily to enable appropriate workload allocation.
• Stay updated on relevant company policies and procedures to ensure tasks are handled correctly the first time.

Qualifications and Experience:

• A Matric certificate or equivalent qualification.
• Above-average proficiency in English is essential.
• Preference for candidates with experience dealing with international clients.
• Minimum of 6 months experience in a dual-focus (back-office & voice) Agent/Associate role within an inbound/outbound contact center environment.
• Proficiency in Microsoft Word, Excel, and Outlook.