Customer Service Agent

About the role

WNS Global Services, a global Business Process Management (BPO) provider, is hiring a Customer Service Agent in Durban. The agent handles high-volume customer enquiries, escalates issues and promotes the UK client's products and services.

Key responsibilities

• Identify and understand customer needs to deliver high-quality service.
• Follow clear instructions to investigate, resolve and process high-volume enquiries quickly and effectively.
• Escalate queries or complaints to the right channels so they are resolved in time.
• Give accurate product and service information to clients.
• Promote and cross-sell the UK client's products and services where applicable.
• Use customer information systems to keep records accurate and secure.
• Meet personal targets and follow company and department standards, policies and procedures.

Required profile

• Grade 12 / Matric.
• At least 6 months of call centre experience in a service environment.
• UK call centre experience is an advantage.
• Neutral accent with excellent verbal and written English.

Required skills

• Computer literacy.
• Proficiency in MS Word, email and good typing speed.
• Customer service orientation, results-driven, quality focus, ability to work under pressure and in teams.