Customer Service Agent

6 months ago

Cape Town, South Africa WNS Global Services Full time

Company Description
**WNS (Holdings) Limited (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.

**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**:
This client is home to the world’s leading online luxury, fashion, and style destinations. Through their multi-brand online stores they have over 20 years’ experience in transforming the way the world shops. They deliver a personalized and localized online experience for customers and brand partners at every stage of the luxury shopping journey. Their online stores connect more than 5.3 million customers to the world’s most coveted brands and exciting new names through expertly curated products and inspiring content.

**Qualifications**:

- Minimum requirement of at least a good Grade 12
- UK call center experience advantageous
- 1 - 2 years of Contact Center Experience
- Retail experience will be considered
- Experience if the fashion industry with high end brands
- Excellent communications skills: clear and neutral accent
- Your language proficiency level means you can speak, listen and write fluently and independently
- You can work collaboratively in a global team using your brilliant communication skills for greater good
- You can resolve challenging situations
- You are able to maintain a friendly, warm and professional tone of voice during all interactions with customers
- You articulate the concept of luxury in every customer interaction by using formal, positive, and professional language.
- You can ask relevant probing questions to understand customer's needs: knowledge of open and closed questions differences and investigation process
- You can empathize with the customer’s problem/needs: acknowledgment and genuine interest in customers
- You can proactively provide solutions in a timely manner and spot potential issues before they escalate
- You are adept at client relationship building and able to deliver a personalized, impeccable customer service
- You are emotionally intelligent and can empathize and adapt accordingly to appreciate different perspectives
- You always put the customer first and priorities the need of the customer
- You can manage and proactively de-escalate difficult situation
- You are proficient with a desktop computer, Microsoft Word and Outlook
- You have strong IT literacy and an understanding of the digital world
- You multi-task to meet time-critical SLA's in today's dynamic retail environment
- You understand the function and the aim of the customer care industry.

Additional Information
- Retail experience will be preferable and that it is a **24/7 s**hifted environment.

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