Customer Service Agent - Utilities

WNS; Durban; On-site; ZAR 120 000 - 180 000; Full time

Job summary

A global Business Process Management leader in Durban is seeking a customer service representative to provide high-quality support for one of the UK's largest energy providers. Candidates must have at least a Grade 12 education and 6-12 months of call center experience. Strong English communication skills and computer literacy are essential for success in this role. Join a dynamic team and enjoy a structured career path with professional development opportunities.

Qualifications

• Minimum of 6-12 months Call Centre experience.

Responsibilities

• Provide reliable and trustworthy customer service to a major energy provider.
• Identify customer needs to provide high-quality service.
• Investigate and resolve customer enquiries effectively.
• Escalate complaints to appropriate channels.
• Maintain and secure customer-related information systems.

Skills

Computer literacy

Excellent verbal and written English communication skills

Ability to work under pressure

Conflict resolution

Customer orientation

Education

Grade 12

Tools

MS Word

Email

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

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