Call Center Agent – Inbound (Durban, Hippo Park)

About the role

As an Inbound Call Center Agent at WNS Global Services in Durban, you will be the first point of contact for customers, helping to identify their needs and deliver high‑quality service. The role focuses on resolving enquiries efficiently while ensuring a fair and positive experience for every caller.

Key responsibilities

• Follow clear instructions and guidelines to investigate, resolve and process a high volume of customer enquiries.
• Identify and understand customer needs to provide consistent, high‑quality service.
• Promote the client’s products, enhancing customer experience and loyalty.
• Provide accurate information on products and services, ensuring consistency across the organisation.
• Escalate queries, complaints, or operational risks to the appropriate team for timely resolution.
• Take actions that increase customer retention and build a credible reputation.
• Operate customer‑related information systems, maintaining accurate and secure records.
• Adhere to company policies, especially those that ensure customers are treated fairly and are properly informed.

Required profile

• Pro‑active problem‑solving and decision‑making abilities.
• Goal‑oriented with high stress tolerance.
• Strong teamwork skills and ability to adapt quickly in a fast‑paced environment.

Required skills

What we offer

• Clear role definition, coaching, mentoring and a structured career path.
• Professional development through WNS’s 5‑people promises.
• Engaged, high‑performance culture with opportunities to contribute to community initiatives via the WNS Cares Foundation.