Call Centre Agent - Cape Town, South Africa - WNS Global Services

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.
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

Qualification

• Matric/Grade 12

Experience Required

• 1 year or more solid experience as a customer services advisor
• International call center experience advantageous

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