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    Call Center Agent - Durban, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Durban, South Africa

    5 days ago

    WNS Global Services background
    Description
    Job Description

    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.

    Experience Required

    • 6 months sales/customer service experience as a call center agent

    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
    Additional Information
    • International call center experience advantageous

    Additional information

    All successful applicants should have clear record as background verification checks will be conducted.

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