WNS Global Services: Call Centre Agent – Inbound

NS Global Services is a global Business Process Management company that provides services to clients across industries including banking and financial services, healthcare, insurance, manufacturing, retail, telecommunications, travel and utilities.

WNS operates across multiple countries, including South Africa. The company has established a significant South African BPO operation with delivery centres across the country.

WNS also highlights employee development, coaching and mentoring, professional development and structured career paths as part of its employee experience.

About the Role

The main purpose of this position is to understand customer needs and provide effective customer service while helping maintain customer satisfaction and business performance.

As an Inbound Call Centre Agent, you will handle customer enquiries, investigate and resolve issues, provide information about products and services, and escalate matters when necessary.

The role involves working in a high-volume customer service environment where accuracy, communication and the ability to remain calm under pressure are important.

Your responsibilities may include:

• Handling a high volume of customer enquiries.
• Investigating and resolving customer queries.
• Providing effective customer service at the first point of contact where possible.
• Understanding customer needs and providing appropriate assistance.
• Providing accurate information about products and services.
• Promoting relevant client products and services.
• Supporting customer retention and loyalty.
• Escalating complaints and complex queries to the appropriate teams.
• Escalating operational or regulatory risks when required.
• Maintaining accurate and secure customer records.
• Using customer information systems according to required standards.
• Following company and departmental policies and procedures.
• Ensuring customers receive accurate and appropriate information.
• Contributing to a positive customer experience.
• Working effectively as part of a team.

Skills & Competencies

The role requires candidates who can demonstrate:

• Strong customer service skills.
• Good communication abilities.
• Proactive problem-solving skills.
• Good decision-making abilities.
• A goal-oriented approach.
• The ability to work under pressure.
• High stress tolerance.
• Strong teamwork skills.
• The ability to adapt quickly to change.
• The ability to work effectively in a fast-paced environment.
• Good attention to detail.
• The ability to follow established procedures and guidelines.

Education

• Matric / Grade 12 certificate or equivalent.

Experience

• At least 12 months' experience in a customer service role.
• Contact centre experience is required.

Who Would Suit This Opportunity?

This opportunity may suit someone with previous contact centre or customer service experience who enjoys assisting customers and solving problems.

You should be comfortable handling multiple customer enquiries, working according to established procedures and maintaining a professional approach in a high-volume environment.

The ability to remain calm under pressure and adapt to changing customer or business requirements is also important.

What to Highlight on Your CV

If you are applying for this position, consider highlighting:

• Contact centre experience.
• Customer service experience.
• Customer complaint resolution.
• Communication skills.
• Problem-solving experience.
• Experience using customer information or CRM systems.
• Working in a high-volume environment.
• Meeting customer service or performance targets.

Application Checklist

Before applying, make sure you have:

• An updated CV.
• Your Matric / Grade 12 qualification information.
• Details of your previous customer service or contact centre experience.
• Accurate contact details.
• Information about your relevant customer service skills and experience.

How to Apply

Applications should be submitted through the official WNS recruitment process.

Before submitting your application:

1. Check that you meet the minimum requirements.
2. Ensure you have at least 12 months of relevant customer service/contact centre experience.
3. Update your CV with your most relevant experience.
4. Highlight your customer service and communication skills.
5. Submit your application through the official application channel.

Important Information

Position: Call Centre Agent – Inbound
Location: Centurion, Gauteng
Employment: Full-time
Experience: Minimum 12 months
Qualification: Matric / Grade 12 or equivalent

Applicants should ensure that they meet the stated requirements before applying.

Quick Summary

WNS Global Services is recruiting an Inbound Call Centre Agent in Centurion.

Location: Centurion, Gauteng
Job Type: Full-time
Experience: Minimum 12 months
Qualification: Matric / Grade 12
Category: Call Centre / Customer Service

The position is focused on customer enquiries, problem resolution, customer service and maintaining a positive customer experience.

Apply through the official WNS recruitment process.