Call Center Agent - Inbound/Outbound - Century City, South Africa

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 centers 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 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

We are looking for customer-focused and results-orientated individuals, with sound problem-solving and interpersonal skills, to deliver effective solutions for customers, to enable collections and minimize bad-debt write-offs for our UK-based clients.

KEY RESPONSIBILITIES WILL INCLUDE

Query Handling (Inbound, Outbound & Back-office)

• Investigating and responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers.
• Liaising with internal/ external parties to resolve customer queries
• Analyzing and interpreting data on the available systems to resolve customer queries
• 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 customers to ensure consistency across the organization
• Retrieving and updating customer or company information on the relevant systems to ensure accurate information is available for processing.
• Correcting customer records based on data gathered (i.e. updating customer contact details and escalating concerns regarding missing / expected data) to enable issues to be resolved.
• Completing a defined range of transactions using specified processes to ensure accurate processing of information
• Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met.
• Accurately completing work trackers on a daily basis to enable workloads to be appropriately allocated.
• Keeping up-to-date on relevant company policy and local procedures to ensure tasks are appropriately handled, first time right.

Qualifications

QUALIFICATIONS AND LEVEL OF EXPERIENCE REQUIRED

• A Matric certificate or equivalent qualification.
• Above-average proficiency in English is an essential requirement
• Preference will be given to candidates with experience in dealing with international clients
• A minimum of 6 months working experience in dual-focus (back-office & voice) Agent/Associate role, within an inbound/outbound contact center environment
• Proficiency in the following Microsoft packages (Word, Excel & Outlook)