Inbound Call Center Agent - Durban

About the role

WNS Global Services, a global Business Process Management company with a strong presence in South Africa, is hiring an Inbound Call Center Agent in Durban. The main objective is to identify and understand customer needs and deliver first-class customer service that increases business profitability while treating customers fairly.

Key responsibilities

• Follow clear instructions and guidelines to investigate, resolve and process high-volume customer enquiries at first point of contact
• Identify and understand customer needs to provide a consistently high-quality service
• Promote the client's products and enhance customer experience and loyalty
• Provide accurate information on products and services so that service is consistent and trustworthy
• Escalate queries, complaints and operational or regulatory risks to the relevant team for timely resolution
• Take action to increase customer retention and build a credible reputation
• Operate customer information systems accurately and securely
• Adhere to company and department standards, policies and procedures, ensuring customers are treated fairly and properly informed

Required profile

• Minimum 12 months of experience in a customer service role (contact center)
• Matric/Grade 12 certificate or equivalent

Required skills

• Customer service
• Proactive problem solving and decision making
• Goal orientation and high stress tolerance
• Teamwork and ability to adapt quickly in a fast-paced environment