Customer Service Agent at WNS Global Services

Job Description

•          Identify and understand customer needs to consistently provide a high quality service.
•          Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner.
•          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 clients to ensure consistency across the organization.
•          Promote and cross-sell the UK client’s products and services to complement existing products (where applicable) and enhance customer experience and loyalty.
•          Operate customer related information systems to maintain and secure records.
•          Contribute to the success of the team and the business by achieving personal targets.
•          Adhere to the company and department standards, policies and procedures.

Qualifications

•          Grade 12 / Matric
•          Minimum of 6 months call center experience in a service environment
•          UK call center experience advantageous

Additional Information
Required Skills:

•          Computer literacy
•          Proficient in MS Word, Email and good typing speed
•          Neutral accent with excellent verbal and written English communication skills

Competencies:

•          Customer service orientation
•          Results driven
•          Quality focus
•          Ability to work under pressure
•          Ability to adapt to constant changes
•          Ability to work in teams
•          Empathetic