Senior Associate - Operations (Dutch Speaking) at WNS Global Services

Job Description
Key Responsibilities:

1. Transaction Processing
Transactions include:

•  Tenders, quotations, renewals, credit checks & gas confirmations, setting up accounts & contracts, handling exceptions and rejections, new starts, billing/invoicing, disconnections, terminations, change of occupations, confirmations, objections, withdrawals, metering and registration checks, meter reads, asset amendments, direct debits, fixed acceptances, refunds and re-energizations

2. Query Resolution (Voice, Email & Correspondence)
 Performing welcome calls to new customers

•  Investigating and responding to a range of customer queries or enquiries on dual fuel portfolios via telephone, email & white mail (letters/faxes)
•  Liaising with internal/ external parties to resolve customer queries
•  Analyzing and interpreting data on the available systems to resolve customer queries and enable billing & collections
•  Obtaining and evaluating all relevant information to resolve product and service queries & complaints

3. Collections & Debt Management

•  Making and receiving calls to maximize cash collection, while maintaining customer service & retention
•  Collecting cash, minimizing bad debt write offs & preventing future cases/failed debits.

4. Data Gathering

•  Updating customer and/or company information on all relevant systems

Qualifications
Qualifications Required:

•  A Matric/Grade 12 Certificate or equivalent with the minimum of a D aggregate in Dutch OR
•  A HAVO or VWO Certificate with the minimum of a 6.0 aggregate in Dutch

Experience, Knowledge, Skills and Attributes Required:

•  6 - 12 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /collections contact center environment
•  2+ years’ experience working in a targeted, direct contact, credit-control department, with proven high resolution of queries.
•  Fluent in Dutch (preferably native language)
•  Prior customer service and/or collections experience with international clients (especially with the Netherlands)
•  Sound interpersonal skills
•  Prior customer service and/or collections experience with international clients (especially with the UK)
•  High attention to detail and accuracy
•  Exceptional administrative skills, with sound follow-through after contact with customers

Additional Information

• Working hours can be set at 8am to 6pm (Daylight savings we either work 8am to 5pm or 9am to 6pm).