Website WNS Global Services
Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Proces… read mores Outsourcing (BPO) services to major local and international players in the telecommunications, financial services and insurance, travel and leisure and utilities industries – some of our clients are among the biggest local and international players in their respective fields. Listed on the New York Stock Exchange (NYSE: WNS), WNS (Holdings) Limited has more than 32,000 employees operating across 42 delivery centres in ten countries, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US. WNS manages the operations of more than 200 clients, many on the Fortune 500 list, across nine industry verticals. DIFFERENTIATORS • Proven operational delivery in SA since 2003 • State-of-the-art facilities and infrastructure • Robust recruitment model and talent pipeline • Workforce flexibility • Flexible partnership approach • Competitive and innovative pricing models • Continual improvement initiatives SOLUTIONS • Customer Interaction Services • Finance & Accounting • Research & Analytics • Human Resource Outsourcing • Legal Process Outsourcing • Transformation Solutions • Procurement • Risk Management Knowledge Park 2, Heron Crescent Century City Cape Town, Western Cape 8001 South Africa
Job Description
Key Responsibilities Areas
Main purpose
The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.
Key responsibilities:
Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
Identify and understand customer needs in order to provide a consistently high quality service
Effectively promote the client’s products and enhance customer experience and loyalty
Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
Ensure action is taken to increase customer retention, loyalty and build a credible reputation
Operate customer related information systems to the required standard maintaining accurate and secure records
Understand and adhere to the company and department standards, policies and procedures
Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
Customer service
Pro-active problem solving and decision-making skills
Goal orientated
High stress tolerance
Team work
Adapt to change quickly, in a fast-paced environment
Qualifications
Qualification
Matric/Grade 12
Experience Required
Minimum 12 month experience in a Contact Centre or in a Customer Service environment
Experience of working in a regulated environment
Fluent in written and spoken English
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Apply via company website ( http://www.wns.co.za ) or