Call Center Agent

1 week ago

Cape Town, South Africa WNS Full time

Overview Call Center Agent - Inbound/Outbound - Bellville, South Africa. WNS Cape Town, Western Cape, South Africa. Responsibilities Investigating and responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers. Liaising with internal/external parties to resolve customer queries. Analyzing and interpreting data on the available systems to resolve customer queries. Escalating any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner. Providing accurate information on products and services to customers to ensure consistency across the organization. Retrieving and updating customer or company information on the relevant systems to ensure accurate information is available for processing. Correcting customer records based on data gathered (e.g., updating customer contact details and escalating concerns regarding missing/expected data) to enable issues to be resolved. Completing a defined range of transactions using specified processes to ensure accurate processing of information. Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met. Accurately completing work trackers on a daily basis to enable workloads to be appropriately allocated. Keeping up-to-date on relevant company policy and local procedures to ensure tasks are appropriately handled, first time right. Qualifications A Matric certificate or equivalent qualification. Above-average proficiency in English is an essential requirement. Preference will be given to candidates with experience in dealing with international clients. A minimum of 6 months working experience in dual-focus (back-office & voice) Agent/Associate role, within an inbound/outbound contact center environment. Proficiency in the following Microsoft packages (Word, Excel & Outlook). Seniority level Entry level Employment type Full-time Job function Customer Service Industries Outsourcing/Offshoring #J-18808-Ljbffr

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