Job Openings at WNS Global Services

Job Description

Key Responsibilities Areas

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

Qualifications

Qualification

• Matric/Grade 12

Experience Required

• Minimum 12 month experience in a Contact Centre or in a Customer Service environment
• Experience of working in a regulated environment
• Fluent in written and spoken English

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Job Description

Primary Job Duties & Responsibilities

• Role involves handling inbound calls from customers/agents to resolve queries on their accounts
• Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers
• Review and resolve policy cancellations, reinstatements, and service-related complaints.
• Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
• De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
• Use judgement when identifying new business opportunities driven by customer or agent requests.
• Track and document customer account interactions.
• Other duties as assigned.
• Job Specific Technical Skills & Competencies
• Strong customer service skills.
• Excellent communication skills with the ability to actively listen and empathize.
• Ability to leverage math and analytical skills to assist with billing inquiries.
• Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
• Graduate in the finacial sector

Prior customer service and/or call center experience a plus

Qualifications

Minimum Requirements

• Matric/Grade 12
• Minimum 1 year of working experience in a contact centre environment, preferable within Finance / Insurance / Utilities / Hospitality and Complaints handling
• International contact centre experience
• Credit & Criminal Clear

Behavioural Traits Required

• High degree of patience and assertiveness with excellent rapport-building skills
• Positively contribute and lead in team activities
• Takes pride in work, checking own for quality i.e. Lead by example
• Maintains effective time management
• Have a positive attitude and the ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player
• Flexible
• Self-Motivated

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Job Description

• To conduct audits on a daily basis and assigned workflows in order to meet defined KPIs (productivity and accuracy)

Key Responsibilities:

• Conducting manual audit, validate questionable entries & edit transaction log.
• Require to attend/make a call to validate.
• Ensure quick, efficient and accurate turnaround
• Ensure all actions comply with all data protection legislations
• Email and Text Templates can be created to address each potential scenario
• Once a transaction is logged, it will count towards transaction target
• Additional auditing will be required to track partners with a higher than average (normal) volume of canceled transactions and/or increased/falsified EOM logging additional information

Qualifications

• 6 -12 months experience with BPM/Customer Service/Back Office Operations
• Good communication skills (verbal and written) - English
• Understands how one's work relates to or coordinates with the work of others within the team
• Ability to complete multi-step assignments
• Basic computer skills

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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

Qualifications

• Minimum 12 months  experience in customer service role (Contact center)
• A Matric/Grade 12 Certificate or equivalent

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Job Description

Key Responsibilities:

• Proactively contact customers via telephone and in writing in order to drive collections
• Work to agreed quality standards and agreed timescales
• Responsible for managing complaints and ensuring compliance
• Liaise with internal and external colleagues throughout the business and externally with customers
• Dealing with customer queries and internal queries within agreed SLAs to reduce customer debt
• Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer records and proactively collect information
• Outbound calls to customers
• Maintain customer information on system
• Inbound call handling

Qualifications

• Grade 12  / Matric
• 12 months collection experience in a collections call center environment essential
• International customer experience essential

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Job Description

• Key Responsibility Areas: The CSA process phone transactions in Airline contact centers.
• To provide customer service through issue resolution, request process and provide excellent customer service to general and premium customers.
• Meet and Exceed client proposed metrics and promote core values of WNS and in all aspects of work.
• Previous travel experience would be an advantage
• Must be prepared to work Graveyard shits including weekends and public holidays

Qualifications

• Matric/Grade 12 qualification
• Experience, Knowledge, Skills and Attributes Required:
• 1 year call center experience
• Computer literate Strong verbal and written English communication skills
• Behavioural Traits Required:
• Attention to detail
• Patience Empathy
• Positive attitude
• Adaptable
• Ability to work under pressure and multi task
• Ability to work in a structured environment
• Organised