Job Opportunities at WNS Global Services SA

Job Description
Primary Job Duties & Responsibilities

• Assess customer situations to provide quotes, policy inquiries and changes, billing questions, and technical support.
• 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 years  plus 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
• Additional Information
• Monday to Sunday (Rotational shift) between 13:00 pm to 06:00 am
• Including SA Public holidays.
   

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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

• Matric/Grade 12

Experience Required

• 1 year or more solid experience as a customer services advisor
• International call center experience advantageous

go to method of application »

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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Job Description
Roles & 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/Agents
•  Should meet/exceed business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process
•  Should be ok with working in 24* 7 environment, spilt offs and rotational shifts
• Solutions mind-set, helping nature, passion to drive excellent customer experience
• Ability to adapt self with the team in-case of adversity, business challenges/requirement
• Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision
• High proficiency in verbal and written English (a neutral accent is preferred as customers are based in the US)
• Strong ability to multi-tasking
• Efficient in internet, computer usage, typing and web-based application skills
• High attention to detail and accuracy

Qualifications

• Matric
• Must have  1 year plus consistent experience as an Agent within a Call Center