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Call Center Agent

7 months ago

Port Elizabeth, South Africa WNS Global Services Full time
Job Description

We are looking for customer-focused and results-orientated individuals, with sound problem-solving and  interpersonal skills, to deliver effective solutions for customers, to enable collections and minimize bad-debt write-offs for our UK-based clients.

KEY RESPONSIBILITIES WILL INCLUDE:

Query Handling (Inbound, Outbound & Back-office)

  • Investigating and responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers.
  • Liaising with internal/ external parties to resolve customer queries
  • Analyzing and interpreting data on the available systems to resolve customer queries
  • Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
  • Provide accurate information on products and services to customers to ensure consistency across the organization
  • Retrieving and updating customer or company information on the relevant  systems to ensure accurate information is available for processing. 
  • Correcting customer records based on data gathered (i.e. updating customer contact details and escalating concerns regarding missing / expected data) to enable issues to be resolved.
  • Completing a defined range of transactions using specified processes to ensure accurate processing of information
  • Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met.
  • Accurately completing work trackers on a daily basis to enable workloads to be appropriately allocated. 
  • Keeping up-to-date on relevant company policy and local procedures to ensure tasks are appropriately handled, first time right.

 


Qualifications

QUALIFICATIONS AND LEVEL OF EXPERIENCE REQUIRED:

  • A Matric certificate or equivalent qualification.
  • Above-average proficiency in English is an essential requirement
  • Preference will be given to candidates with experience in dealing with international clients
  • A minimum of 6 months working experience in dual-focus (back-office & voice) Agent/Associate role, within an inbound/outbound contact center environment
  • Proficiency in the following Microsoft packages (Word, Excel & Outlook)

Additional Information