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

    WNS Global Services
    WNS Global Services Durban, South Africa

    10 hours 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.


    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 Accreditations


    • A Matric/Grade 12 Certificate or equivalent
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