Customer Service Agent - Utilities

WNS; Durban; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading Business Process Management company in Durban is seeking a Customer Service Representative to provide reliable customer support for a UK energy provider. Ideal candidates need a Grade 12 certificate and 6-12 months of call center experience. Successful applicants will be proficient in MS Word and possess excellent communication skills. Join us to contribute to a high-quality service environment and meet personal and team targets.

Qualifications

• Minimum requirement Grade 12.
• Minimum of 6-12 months Call Centre experience.

Responsibilities

• Provide a reliable and trustworthy customer service to one of UK’s largest energy provider.
• Identify and understand customer needs to consistently provide a high-quality service.
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries.
• Escalate any queries or complaints to ensure timely handling.
• Provide accurate information on products and services to clients.
• Promote and cross-sell products and services where applicable.
• Operate customer related information systems to maintain records.
• Contribute to the success of the team by achieving personal targets.
• Adhere to company standards, policies, and procedures.

Skills

Computer literacy

Proficient in MS Word

Excellent verbal and written English communication skills

Customer orientation

Results Driven

Quality focus

Planning, organizing and prioritizing

Ability to work under pressure

Ability to adapt to constant changes

Ability to work in teams

Conflict resolution

Empathetic

Education

Grade 12

Job description

Company Description

WNS (Holdings) Limited (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. 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 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.

Job Description

Key Responsibilities

• Provide a reliable and trustworthy customer service to one of UK’s largest energy provider.
• Identify and understand customer needs to consistently provide a high quality service.
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner.
• Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
• Provide accurate information on products and services to clients to ensure consistency across the organisation.
• Promote and cross-sell the UK client’s products and services to complement existing products (where applicable) and enhance customer experience and loyalty.
• Operate customer related information systems to maintain and secure records.
• Contribute to the success of the team and the business by achieving personal targets.
• Adhere to the company and department standards, policies and procedures.

Qualifications and Experience

• Minimum requirement Grade 12
• Minimum of 6-12 months Call Centre experience

Additional Information

Required Skills:

• Computer literacy
• Proficient in MS Word, Email and good typing speed
• Neutral accent with excellent verbal and written English communication skills Competencies:
• Customer orientation
• Results Driven
• Quality focus
• Planning, organizing and prioritizing
• Ability to work under pressure
• Ability to adapt to constant changes
• Ability to work in teams
• Conflict resolution
• Empathetic