Call Center Specialist — Customer Experience

WNS; Durban; On-site; ZAR 134,000 - 201,000; Full time

Job summary

WNS South Africa is seeking a customer service professional to join our Durban contact centre. The role focuses on delivering first point of contact service, resolving inquiries and understanding customer needs to improve profitability while ensuring fair treatment of customers.

Responsibilities include handling high-volume inquiries, providing accurate product information, promoting client offerings and escalating issues when required.

Qualifications

• Minimum 12 months experience in a contact centre.
• Matric/Grade 12 certificate or equivalent.

Responsibilities

• Follow instructions to investigate, resolve and process high volume customer inquiries.
• Identify customer needs to deliver high-quality service.
• Promote client products and improve customer experience and loyalty.
• Provide accurate information to ensure consistency across the organisation.
• Escalate queries, complaints and risks to relevant teams for timely resolution.
• Assist with customer retention and maintain a credible reputation.
• Operate customer information systems with accuracy and security.
• Adhere to company standards, policies and procedures.

Skills

Customer service

Teamwork

Adaptability

Stress tolerance

Goal orientation

Problem solving

Education

Matric/Grade 12

Job description

WNS South Africa is seeking a customer service professional to join our Durban contact centre. The role focuses on delivering first point of contact service, resolving inquiries and understanding customer needs to improve profitability while ensuring fair treatment of customers.

Responsibilities include handling high-volume inquiries, providing accurate product information, promoting client offerings and escalating issues when required.