Call Center Agent

2 weeks ago

Durban, KwaZulu-Natal, South Africa WNS Global Services Full time
Company Description

WNS Global Services Inc
 (NYSE:

WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

Globally, the group's over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.


WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?


We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.


Job Description:

Role purpose

Supplier will handle all telephone bookings for International Conferencing and Directory Enquiry calls for customers through various channels.

Supplier will also provide telegraph operational support/services and will:

Key responsibilities

  • Ensure the provision of telephone numbers for residential and business phone users; and
  • Facilitate connecting and troubleshooting International conference calls.
  • Facilitate first level support dispute resolution;
  • Confident and friendly telephone skills;
  • Accurate data inputting skills;
  • Excellent time management skills;
  • Selfmotivated;
  • Excellent verbal and written communication skills;
  • PC skills using MS Office E.g. Excel, PowerPoint;
  • Confident and professional
Experience, skills and attributes

  • 6 months experience inbound or outbound call center
  • Excellent computer literacy
  • Ability to effectively and professionally communicate
  • Performance driven and customer service orientated
  • Proactive thinking in identifying and resolving issues
  • Forward thinking and ability to handle challenging situations
  • Excellent understanding of the call center environment and its vision
  • Exceptional team work skills
  • Exceptional problem solving skills
  • Planning and prioritization skills

Qualifications:

Qualifications and Accreditations

  • Matric or equivalent
Additional Information

Experience Required:

  • 7 to 10 years of experience in initiating, executing, evaluating and managing strategic sourcing activities

Key Attributes Required:

  • Strong consultative skills, including but not limited to change management, program management, business process improvement, sourcing methodology, eSourcing technology, RFX development and management, communications management, and marketing internal programs
  • Mastery of client specific processes, terminology, political environment, systems and unique requirements by various business groups
  • Strong customer service orientation
  • Excellent written and verbal communication skills (both internally, with client stakeholders, and the supplier community)
  • Excellent project management skills including project planning, time management, multitasking, critical path definition
  • A strong leader and a team player
  • Excellent problemsolving ability
  • Ability to manage multiple projects and initiatives simultaneously
  • A strong business acumen and P&L experience on a program level
  • Ability to develop and implement processes across

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