73 Call Center Agent Inbound Durban Grid Eye South Africa jobs in SouthAfrica

• A strong focus on delivering excellent customer service to all our customers
• To develop a positive relationship with customers and respond to their needs to ensure customer satisfaction.
• Providing support, problem solving and driving customer loyalty through a focus on achieving all key performance targets.
• Maintaining a sound knowledge and understanding of company products, insurers underwriting rules, and correct policy handling processes.
• Ownership of customer queries and good knowledge of products and processes to ensure customer satisfaction.
  
  

• Handling calls from customers accurately while maintaining first class customer service which includes a pleasant, confident and helpful telephone manner.
• Delivery of KPIs with a focus on attaining and retaining customers to support a successful business.
• Maximize customer retention opportunities within operational guidelines.
• Ensure all work is carried out to a high level of accuracy in line with our company quality standards and great customer experience.
• Deliver personal productivity measures to ensure operational efficiency and delivery of service levels.
• Work within company guidelines and processes.
  
  

• To work effectively as part of the contact center team.
• To maintain and enhance effective working relationships for all internal and external customers.
• Customer Focus
• Ensure interactions with customers optimize the customer experience of the brand and comply with regulatory, FCA & TCF guidelines.
• Ensure customer issues and complaints are effectively handled, recorded and reported meeting all regulatory requirements and within the principles of TCF.
  
  

• Ensure all activities comply with FCA and TCF guidelines
  
  

WNS Cape Town, Western Cape, South Africa

WNS Cape Town, Western Cape, South Africa

Company Description

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
Main purpose
The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. This is a permanent position.
Key responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment
  
  

• Minimum 12 months experience in customer service role (Contact center)
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Outsourcing/Offshoring

Referrals increase your chances of interviewing at WNS by 2x

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Company Description

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
Main purpose
The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.
Key responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment
  
  

• Minimum 12 months experience in customer service role (Contact center)

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Outsourcing/Offshoring

Referrals increase your chances of interviewing at WNS by 2x

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Our client leads the charge by offering dynamic financial wellness programs that drive real results. Their specialized financial literacy training equips any team with practical skills to master money management. Join them in fostering a proactive, educated, and financially confident workforce that thrives both personally and professionally.

Package :

R8000 to R10 000 per month, depending on experience.

Possibility of earning commission.

About the role :

This role is a full-time position with the responsibilities of inbound and outbound calls and assisting clients with their personal financial needs.

Requirements :

• A strong background as a call center agent is a basic requirement, along with a background in Customer Service, Financial Coaching, Debt Management, Basic Budgeting, Insurance, Wills, or Banking is needed
• Basic computer skills are vital – the ability to talk and type
• Handling all inbound client calls
• Outbound Client Calling the following :
• Induction
• Workshop
• Wellness Days
• Financial Fun Days and Events
• Ability to communicate effectively with clients .
• Questioning and Listening Skills
• Accuracy in documentation and capturing of case management
• Booking of Appointments for financial coaching
• Identifying and cross referrals to partners for financial planning and other financial needs

• 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.
  
  

• 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)

WNS Cape Town, Western Cape, South Africa

WNS Cape Town, Western Cape, South Africa

Company Description

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
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.
  
  

• 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)

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Outsourcing/Offshoring

Referrals increase your chances of interviewing at WNS by 2x

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• Full-time

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.

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.

The key objective of the role is to identify and understand customer needs, delivering a first-class customer service to increase the profitability of the business while remaining committed to treating customers fairly.

• Follow clear instructions and guidelines to investigate, resolve, and process high-volume customer inquiries, delivering customer value at first point of contact
• Identify and understand customer needs to provide a consistently high-quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency and trustworthiness
• Escalate queries, complaints, and operational or regulatory risks to relevant teams for timely resolution
• Take actions to increase customer retention, loyalty, and reputation
• Operate customer information systems, maintaining accurate and secure records
• Adhere to company and department standards, policies, and procedures
• Promote a culture where customers are treated fairly and properly informed

• Customer service experience (minimum 12 months in a contact center)
• Proactive problem-solving and decision-making skills
• Goal-oriented and high stress tolerance
• Teamwork and adaptability in a fast-paced environment

Qualifications and Accreditations

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment
  
  

• Minimum 12 months experience in customer service role (Contact center)
  
  

• A Matric/Grade 12 Certificate or equivalent

• High school diploma or equivalent is required; a degree in a related field is a plus
• Prior experience in a customer service or call center role is preferred
• Strong communication skills, both verbal and written
• Ability to handle stressful situations and manage customer expectations effectively
• Proficient in using computer systems and CRM software
• Fluency in Arabic is preferred; knowledge of English is an advantage