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
Job Description

Role Purpose

To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity. The scope of the work to be performed will be mainly Inbound Customer Service, the main service lines being:

  • Voice Channels – Inbound & Outbound (Customer Services & Sales)
  • Chat
  • Emails
  • Income Verification

Key Relationships

Key Internal Relationships

Assistant Managers, Deputy/Group Manager, Sr. Group Manager, General Manager, HRBP’s, Training, HR, Quality, Specialists and other Lead Associates

Key External Relationships

Direct Customers, DCA’s and Banks

Qualifications

  • Matric/Grade 12
  • Min 1 year in customer service outbound function
  • Experience of working in a customer service call centre environment and data processing
  • Solid understanding of internet terminology, navigation and application
  • Experience in regulated environment is preferable

Additional Information
Must be able to work the following operational hours:

  • 7 days a week, 365 days a year between the hours of 7am – 7pm, rotational shifts
  • Public holidays and weekends

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