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Customer Service Representative

2 months ago

Roodepoort, Gauteng, South Africa WNS Global Services Full time
Job Title: Customer Service Agent

We are seeking a highly skilled and customer-focused Customer Service Agent to join our team at WNS Global Services.

Key Responsibilities:
  • Provide Exceptional Customer Service: Deliver reliable and trustworthy customer service, ensuring a high-quality experience for our clients.
  • Understand Customer Needs: Identify and comprehend customer requirements to consistently provide tailored solutions.
  • Investigate and Resolve Enquiries: Follow clear instructions and guidelines to investigate, resolve, and process high-volume customer enquiries in a timely and effective manner.
  • Escalate Queries and Complaints: Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
  • Product and Service Information: Provide accurate information on products and services to clients, ensuring consistency across the organisation.
  • Cross-Selling and Upselling: Promote and cross-sell the client's products and services to complement existing products and enhance customer experience and loyalty.
  • Operate Customer Systems: Operate customer-related information systems to maintain and secure records.
  • Team Success: Contribute to the success of the team and the business by achieving personal targets.
  • Adhere to Company Standards: Adhere to the company and department standards, policies, and procedures.
Requirements:
  • Education: Minimum requirement Grade 12
  • Experience: Minimum of 6-12 months customer service experience and 6-12 months call centre experience
Required Skills:
  • Computer Literacy: Proficient in MS Word, Email, and good typing speed
  • Language Skills: Neutral accent with excellent verbal and written skills in Dutch and English
Competencies:
  • Customer Orientation: Focus on delivering exceptional customer service
  • Results Driven: Achieve personal targets and contribute to team success
  • Quality Focus: Maintain high-quality service standards
  • Planning and Organizing: Prioritize tasks and manage time effectively
  • Adaptability: Ability to adapt to constant changes and work under pressure
  • Teamwork: Collaborate with colleagues to achieve common goals
  • Conflict Resolution: Resolve customer complaints and queries effectively
  • Empathy: Demonstrate empathy and understanding towards customers