Inbound Call Center Agent

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 Centurion. The main purpose of the role is to identify and understand customer needs and deliver first-class customer service so as to increase 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, ensuring consistency across the organisation
• 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-related information systems accurately and securely
• Adhere to company and department standards, policies and procedures, and treat customers fairly

Required profile

• Minimum 12 months of experience in a customer service role (contact centre)
• 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