Call Center Agent - Port Elizabeth, South Africa - WNS Global Services

WNS Global Services Port Elizabeth, South Africa

Found in: Talent ZA C2 - 2 days ago

Description

Job Description

We are looking for customer-focused and results-orientated individuals, with sound problem-solving and interpersonal skills, to deliver effective solutions for customers, to enable collections and minimize bad-debt write-offs for our UK-based clients.

KEY RESPONSIBILITIES WILL INCLUDE:

Query Handling (Inbound, Outbound & Back-office)

Investigating and responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers.
Liaising with internal/ external parties to resolve customer queries
Analyzing and interpreting data on the available systems to resolve customer queries
Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
Provide accurate information on products and services to customers to ensure consistency across the organization
Retrieving and updating customer or company information on the relevant systems to ensure accurate information is available for processing.
Correcting customer records based on data gathered (i.e. updating customer contact details and escalating concerns regarding missing / expected data) to enable issues to be resolved.
Completing a defined range of transactions using specified processes to ensure accurate processing of information
Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met.
Accurately completing work trackers on a daily basis to enable workloads to be appropriately allocated.
Keeping up-to-date on relevant company policy and local procedures to ensure tasks are appropriately handled, first time right.

Qualifications

QUALIFICATIONS AND LEVEL OF EXPERIENCE REQUIRED:

A Matric certificate or equivalent qualification.
Above-average proficiency in English is an essential requirement
Preference will be given to candidates with experience in dealing with international clients
A minimum of 6 months working experience in dual-focus (back-office & voice) Agent/Associate role, within an inbound/outbound contact center environment
Proficiency in the following Microsoft packages (Word, Excel & Outlook)

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