Call Center Agent

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
Main purpose:
An exciting opportunity for senior Associates has just become available on our campaign in Claremont. We are looking for high performance individuals, with exceptional communication skills, to provide our client's customers with a first class service experience in a contact center environment.

Key responsibilities:
Customer Service

• A strong focus on delivering excellent customer service to all our customers
• To develop a positive relationship with customers and respond to their needs to ensure customer satisfaction.
• Providing support, problem solving and driving customer loyalty through a focus on achieving all key performance targets.
• Maintaining a sound knowledge and understanding of company products, insurers underwriting rules, and correct policy handling processes.
• Ownership of customer queries and good knowledge of products and processes to ensure customer satisfaction.

Performance

• Handling calls from customers accurately while maintaining first class customer service which includes a pleasant, confident and helpful telephone manner.
• Delivery of KPIs with a focus on attaining and retaining customers to support a successful business.
• Maximize customer retention opportunities within operational guidelines.
• Ensure all work is carried out to a high level of accuracy in line with our company quality standards and great customer experience.
• Deliver personal productivity measures to ensure operational efficiency and delivery of service levels.
• Work within company guidelines and processes.

Team Work

• To work effectively as part of the contact center team.
• To maintain and enhance effective working relationships for all internal and external customers.
• Customer Focus
• Ensure interactions with customers optimize the customer experience of the brand and comply with regulatory, FCA & TCF guidelines.
• Ensure customer issues and complaints are effectively handled, recorded and reported meeting all regulatory requirements and within the principles of TCF.

Compliance

• Ensure all activities comply with FCA and TCF guidelines

Qualifications
Essential: A Matric/Grade 12 Certificate, with English passed at 50% and Maths / Maths Literacy passed at 40%

Preferred : A relevant tertiary qualification (preferably in Business Administration/Management, Commerce, Finance and/or Accounting, Engineering)

Experience Required
Essential: 6+ months minimum experience in a call center environment

Preferred: Prior customer service and/or sales experience with UK Insurance clients