Job vacancy for Call Center Agent – Inbound – Centurion, South Africa

Job vacancy for Call Center Agent

Company Overview

WNS Global Services Inc. (NYSE: WNS) is a leading global Business Process Management (BPM) provider. With expertise in various industry sectors such as Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities, WNS delivers value to more than 400 clients worldwide.

The company’s team of over 41,000 professionals operates from 60 delivery centers across 16 countries, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, the UK, and the US. Established in 2003, WNS South Africa is recognized as a top Business Process Outsourcing (BPO) provider in the region, with expanding operations into Africa.

The company serves as a strategic partner, offering a comprehensive range of services from its eight centers in South Africa and employing over 4,000 individuals.

Join Our Team At WNS as Call Center Agent, we are dedicated to providing our employees with role clarity, mentorship, professional growth opportunities, and a clear career path through our 5 people promises.

Our culture embodies excellence, engagement, and a commitment to community through the WNS Cares Foundation, allowing you to participate in meaningful initiatives and make a difference in society.

Job Summary Primary Objective for Call Center Agent

The main goal of this position is to recognize and address customer needs, delivering exceptional customer service to drive business profitability while upholding fair treatment of customers. Key Duties:

• Investigate, resolve, and handle a large volume of customer inquiries efficiently to provide value in the first interaction

• Comprehend customer requirements to consistently deliver high-quality service

• Promote the client’s products effectively to enhance customer loyalty and satisfaction

• Offer accurate information on products and services to ensure uniformity and reliability in customer service

7 steps to nurture call center agent engagement | Talkdesk

• Escalate queries, complaints, and operational or regulatory risks promptly to ensure timely resolution

• Implement measures to improve customer retention, loyalty, and reputation

• Maintain precise and secure records by operating customer information systems as per standards

• Comply with organizational and departmental standards, policies, and procedures

• Follow procedures to ensure fair treatment and adequate information for customers

• Customer service

• Proactive problem-solving and decision-making skills

• Goal-oriented

• Ability to work under pressure

• Team player

• Quick adaptation to change in a fast-paced environment Experience, Skills, and Qualifications:

• Minimum of 12 months experience in a customer service role (Contact center) Education and Certifications:

• Matric/Grade 12 Certificate or equivalent