Call Center Agent

4 days ago

Stegman Road Cape Town WC South Africa WNS Global Services Full time R80 000 - R120 000 per year
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

Key Responsibilities:

1. Transaction Processing

Transactions include:

• Tenders, quotations, renewals, credit checks & gas confirmations, setting up accounts & contracts, handling exceptions and rejections, new starts, billing/invoicing, disconnections, terminations, change of occupations, confirmations, objections, withdrawals, metering and registration checks, meter reads, asset amendments, direct debits, fixed acceptances, refunds and re-energizations

2. Query Resolution (Voice, Email & Correspondence)

• Performing welcome calls to new customers

• Investigating and responding to a range of customer queries or enquiries on dual fuel portfolios via telephone, email & white mail (letters/faxes)

• Liaising with internal/ external parties to resolve customer queries

• Analyzing and interpreting data on the available systems to resolve customer queries and enable billing & collections

• Obtaining and evaluating all relevant information to resolve product and service queries & complaints

3. Collections & Debt Management

• Making and receiving calls to maximize cash collection, while maintaining customer service & retention

• Collecting cash, minimizing bad debt write offs & preventing future cases/failed debits.

4. Data Gathering

• Updating customer and/or company information on all relevant systems

Additional Information

· Must be able to travel between WNS sites locally when required

· Own transport

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