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

WNS; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

As a leading BPO company, WNS is seeking motivated individuals to join their customer service team. This role involves addressing customer queries, providing solutions for UK-based clients, and requires strong interpersonal and problem-solving skills. With a focus on professional development, you will be part of a dynamic team dedicated to minimizing bad debt write-offs.

Qualifications

• Above-average proficiency in English essential.
• Minimum of 6 months experience in dual-focus contact center role.
• Preferred experience dealing with international clients.

Responsibilities

• Investigate and respond to customer queries effectively.
• Liaise with internal and external parties to resolve issues.
• Maintain accurate work trackers for workload management.

Skills

Problem-solving

Interpersonal skills

Communication

Education

Matric certificate or equivalent qualification

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 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 structured career paths through our five people promises, with employee experience at the core. Join a culture of outperformance, engagement, and celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful community initiatives.

Job Description

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

KEY RESPONSIBILITIES INCLUDE:

Query Handling (Inbound, Outbound & Back-office)

• Investigate and respond to customer queries, providing accepted resolutions.
• Liaise with internal and external parties to resolve issues.
• Analyze data on available systems to resolve queries.
• Escalate unresolved issues or complaints promptly.
• Provide accurate product and service information to ensure consistency.
• Update and retrieve customer or company information on relevant systems.
• Correct customer records and escalate concerns regarding missing or expected data.
• Complete transactions accurately using specified processes.
• Provide feedback on work progress and activity levels to team leaders.
• Maintain accurate work trackers daily for workload management.
• Stay updated on company policies and procedures to ensure first-time right handling.

Qualifications and Experience

• Matric certificate or equivalent qualification.
• Above-average proficiency in English is essential.
• Experience dealing with international clients preferred.
• 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.