Customer Service Agent
WNS Global Services
Cape Town, WC, ZA
5d ago

Role Purpose

To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity.

The scope of the work to be performed will be mainly Inbound Customer Service, the main service lines being :

  • Voice Channels Inbound & Outbound (Customer Services & Sales)
  • Emails
  • Income Verification
  • Key Relationships

    Key Internal Relationships

    Assistant Managers, Deputy / Group Manager, Sr. Group Manager, General Manager, HRBP’s, Training, HR, Quality, Specialists and other Lead Associates

    Key External Relationships

    Direct Customers, DCA’s and Banks

    Qualifications Required

  • Matric / Grade 12
  • Min 1 year in customer service outbound function
  • Experience Required

  • Experience of working in a customer service call centre environment and data processing
  • Solid understanding of internet terminology, navigation and application
  • Experience in regulated environment is preferable
  • Behavioral 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)
  • Flexible
  • Self-Motivated
  • Job-Related Knowledge, Competencies & Skills Required

  • Credit / Criminal Clear
  • High proficiency in verbal & written English and / or another South African Language
  • Sound interpersonal skills
  • Email / Chat etiquette
  • Proficiency in the following Microsoft packages (Word, Excel & Outlook)
  • Financial knowledge
  • Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers
  • High attention to detail and accuracy
  • Target driven
  • The ability to :
  • o Prioritise and manage work flow

    o Analyze, validate and interpret information

    o Resolve conflict situations amicably

    o Find effective solutions for customers (i.e. businesses)

    o Effective problem solving and decision-making skills

    o Multi-task and cope with high work volumes

    o Team player and be able to work in an open-plan environment

    o Work under pressure to meet performance KPIs and client service level agreements

    o Effective negotiation and persuasion skills

    o Effectively share knowledge and expertise with customers and staff

    o Be agile and able to adapt to change in a fast-paced environment

    Other Specific Requirements

    Must be able to work the following operational hours :

  • 7 days a week, 365 days a year between the hours of 7am 7pm, rotational shifts
  • Public holidays and weekends
  • Qualifications

    Qualifications Required

  • Matric / Grade 12
  • Min 1 year in customer service outbound function
  • Additional Information

    Behavioral Traits Required :

    The ability to :

    learn, understand and master new information and multiple processes quickly

    deal with complexity

    negotiate and influence

    attention to details

    take ownership and deliver results

    work under pressure

    A professional approach

    A strong customer-service orientation

    Effective emotional intelligence (EQ)

    Highly organized

    Excellent problem solver

    Flexible

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