Call Center Agent - Inbound/Outbound

About the role

WNS Global Services, a global Business Process Management provider, is hiring a Call Center Agent for its Century City office in Cape Town. The agent delivers effective solutions for customers of UK-based clients, helping to enable collections and minimise bad-debt write-offs. The role covers inbound, outbound and back-office query handling.

Key responsibilities

• Investigate and respond to customer queries and inquiries, providing accepted resolutions
• Liaise with internal and external parties to resolve customer queries
• Analyse and interpret data on available systems to resolve queries
• Escalate queries and complaints to the right channels so they are resolved in a timely way
• Provide accurate product and service information to customers
• Retrieve and update customer and company information on systems, and correct customer records such as contact details
• Complete a defined range of transactions using specified processes
• Give regular feedback to the Team Leader on work in progress and activity levels, and complete daily work trackers
• Keep up to date with company policy and local procedures

Required profile

• Matric certificate or equivalent qualification
• Above-average proficiency in English (essential)
• At least 6 months of experience in a dual-focus (back-office and voice) agent/associate role in an inbound/outbound contact centre
• Experience dealing with international clients preferred

Required skills

• Proficiency in Microsoft Word, Excel and Outlook
• Problem-solving and interpersonal skills