Contact Centre Agents (Flexi Agents) - 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

Do you have young children and looking at earning additional income? Perhaps you are caring for ailing parents or disabled family members and have some time to spare? Are you a student looking to make an extra money to pay off those student loans?

If yes, we are looking for individuals with a high level of customer focus to assist with inbound calls during peak times (last week and first week of the month.)

Overall Purpose:
The Customer Service Agent is responsible to effectively assist customers with general and specific queries and providing them with excellent service. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders.

Main Responsibilities:
• Answering inbound calls timeously.
• Be professional and polite always.
• Listening attentively to customer queries.
• Responding to customer queries accurately.
• Ensure that quality standards are met.
• Be knowledgeable about relevant products and procedures.
• Providing relevant information to ensure First Call Resolution.
• Effectively resolve queries.
• Escalating faults that cannot be concluded on first contact.
• Ensuring that customer details are captured accurately.
• Perform any ad hoc tasks as and when required.

This will be a part time position and we are looking for individuals who are available to work either between 8.00am and 16.30am or 10am and 7pm 9pm Monday to Saturday.

Qualifications

Requirements:
• Matric
• No criminal record and credit clear
• Fluency in English
• Computer literate
• Customer service experience highly advantageous

Competencies:
• Excellent listening skills.
• Willingness to learn.
• Problem-solving skills.
• Attention to detail.
• Reliable and self-disciplined.
• Capacity to self-start and self-motivate
• Passionate about ensuring that the customer receives excellent service

Additional Information

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