Position: Call Center Agent – Inbound
Company: WNS Global Services
Location: John Vorster Drive, Centurion, Gauteng
Type: Full-Time
Industry: Business Process Outsourcing (BPO)
Experience Required: Minimum 12 months in a customer service role (contact centre)
Purpose:
To identify and understand customer needs, deliver first-class customer service, and enhance customer experience and loyalty while supporting business profitability.
Key Responsibilities:
Handle high-volume inbound customer enquiries and resolve them at first point of contact.
Identify customer needs and provide accurate information on products and services.
Promote client products to enhance customer loyalty.
Escalate queries or complaints to the appropriate teams for resolution.
Maintain accurate records on customer information systems.
Ensure compliance with company policies, procedures, and customer fairness principles.
Contribute to customer retention and reputation-building efforts.
Required Skills & Attributes:
Customer service orientation with excellent communication skills.
Proactive problem-solving and decision-making abilities.
Goal-driven with high stress tolerance.
Team player who can adapt quickly in a fast-paced environment.
Minimum Qualifications:
Matric/Grade 12 (or equivalent).
At least 12 months’ experience in a customer service/contact centre role.