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

WNS Global Services Cape Town, South Africa

Found in: Talent ZA C2 - 6 days ago

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.

This is a permanent position.

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

Experience, knowledge, skills and attributes required:

Minimum 12 months experience in customer service role (Contact center)

Qualifications

Qualifications and Accreditation:
A Matric/Grade 12 Certificate or equivalent
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