Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations.
We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
Job Description
Objective/Purpose:
The role is ideal for talented Call Centre Agents that enjoy speaking to customers and assisting them. Candidates will be dealing with motivated car sellers that have contacted our client and will help them to get the best deal possible for their car. Candidates must have the ability to interrogate the information provided by the seller, identify opportunities or missing information, convert and close deals at the right time.
Responsibilities:
- Taking calls from sellers that have enquired about selling their car
- Gathering detailed information on their vehicle and understanding the customers’ needs
- Communicate in a professional and friendly manner
- Interrogating the information provided to identify opportunities, add missing information and update the sellers profile accurately if need be
- Managing sellers expectations on sale price, updating internal systems with all the vehicle details
- Influence and encourage customers to conclude on the deal
- Returning calls to customers enabling completion of applications
- Keep in consistent contact with sellers throughout the process
- Dealing with general customer service enquiries
- Support the Account Management and After Sales team where needed
Qualifications
Qualification:
Experience:
- Call Centre Inbound Sales, Outbound Sales, Inbound Retentions or Outbound Retentions
- Minimum of 6 months call center experience in a sales/service environment
- UK call center experience advantageous
Additional Information
Candidate requirements:
- A friendly, positive personality with a willingness to work hard and as part of an enthusiastic team
- Demonstrable experience in a telesales or phone-based role
- A great telephone manner, and the ability to talk engagingly to lots of different types of customers
- An organised working style with strong attention to detail
- Good written and verbal communication skills
- Real ambition to develop your skills and be the best at what you do
- Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
- 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.
- Work in a cohesive and supportive manner with colleagues
Develop good working relationship with the stakeholders
go to method of application »
Job Description
An exciting opportunity for a Team Leaders: Operations has just become available in our UK Campaign.
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.
Key Responsibilities Areas:
People
- To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
Stakeholder Management
- To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
Analytical
- To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
Financials
- To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.
Qualifications
Qualifications Required:
Essential: Grade 12
- Preferred: Tertiary qualification in management or relevant proven contact center experience
Experience, Knowledge, Skills and Attributes Required:
- A proven track record of delivering against client, customer and business outcomes
- 2 years’ experience working within a contact center
- More than 2 years’ experience working in a management role
- Managing scale of 12-14, either as part of development opportunity or a previous role
Preferred
- More than 2 years’ experience working within the BPO sector
- More than 2 years’ experience working in a management role
- Experience managing Omni-channel customer operations
Behavioural Traits Required
- Communication and written skills
- Problem solving
- Analytical Thinking
- Conflict Management
- Strategic Thinking
- Time Management
Job-Related Knowledge, Competencies & Skills Required
- HR Process Knowledge
- Stakeholder Management
- Report writing
- Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
- Management skills
- Good understanding of the BPO industry
Additional Information
Required Skills:
- Computer literacy (Essential).
- Proficient in MS Word, Email and good typing speed (Essential).
- Neutral accent with excellent verbal and written English communication skills (Essential)
Gmail
Yahoomail