Customer Service Advocate

2 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time

About WNS Global Services

We are a leading provider of business process management services, and our Customer Service Representatives play a critical role in delivering exceptional customer experiences.

Job Description

As a Customer Service Representative, you will be responsible for proactively contacting customers to resolve their queries and concerns. You will work closely with internal teams to ensure timely and effective resolution of customer issues.

Key Responsibilities

  1. Assess individual customer situations to provide quotes, policy inquiries, and technical support.
  2. Review and resolve policy cancellations, reinstatements, and service-related complaints.
  3. Act as an expert for multiple online billing systems and agency portal websites to provide proactive agency and customer support.
  4. Deescalate customer concerns to resolve conflicts and build trust.
  5. Use judgment to identify new business opportunities driven by customer requests.
  6. Track and document customer account interactions.
  7. Perform other duties as assigned.

Requirements

To be successful in this role, you will need:

  • Excellent communication and listening skills.
  • Ability to leverage math and analytical skills to assist with billing inquiries.
  • Strong multitasking skills, including typing and system navigation.
  • Somewhere between 1-2 years of prior customer service experience is preferred.


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