Customer Service Agent

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to 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, the UK, and the 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 over 5,000 people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, 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

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 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

Grade 12 / Matric

Minimum of 6 months call center experience in a service environment

UK call center experience advantageous

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 service orientation
• Results driven
• Quality focus
• Ability to work under pressure
• Ability to adapt to constant changes
• Ability to work in teams
• Empathetic