Senior Associate

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

Job summary

WNS South Africa in Durban is seeking a Customer Service representative for the UK market. You will provide reliable support, understand customer needs and follow guidelines to resolve high volume inquiries.

Minimum Grade 12 required with customer service experience; international call centre exposure is advantageous. You will engage with clients, provide product information, and contribute to a positive customer experience from our Durban offices.

Qualifications

• Minimum requirement of at least a good Grade 12.
• Customer service experience, preferably in a call centre.
• International call centre experience is advantageous.

Responsibilities

• Provide a reliable and trustworthy customer service experience for the UK market.
• 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 quickly.
• Provide accurate information on products and services to clients to ensure consistency across the organization.

Skills

Customer service

Education

Grade 12

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 centres 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 centres 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

A Customer Service position available for the UK market at our Durban Offices.

Key Responsibilities

• Provide a reliable and trustworthy customer service experience for the UK market.
• 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 organization.
• Promote and cross-sell the 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

• Minimum requirement of at least a good Grade 12
• Customer service experience
• International call centre experience advantageous