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.

KEY RESPONSIBILITIES WILL INCLUDE:

Call and Email Response Handling

·         Responding to customer queries or enquiries via telephone and email

·         Obtaining and evaluating all relevant information to handle product and service inquiries

·         Analysing and interpreting data on the available systems to resolve customer queries

·         Recording details of inquiries, comments and complaints

Order & Payment Processing

·         Providing pricing and delivery information

·         Performing customer verifications

·         Setting up new customer accounts

·         Processing orders, applications and requests

WE ARE LOOKING FOR INDIVIDUALS WHO:

Have:

·         An excellent command of the English language (customers are mostly UK-based)

·         Outstanding verbal and written communication skills

·         A clear understanding of how Quality works and how to maintain a good standard.

·         Sound listening and problem-solving skills

·         A strong customer-service orientation

·         A high attention to detail and accuracy

Are able to:

·         Learn and master new information and multiple processes quickly

·         Effectively share knowledge and expertise with customers

·         Analyse and interpret information

·         Multi-task and cope with high volumes of work

·         Be a team player and to work in an open-plan environment

·         Work the following hours: (UK Hours)

·         10h00 to 20h00 (Monday to Saturday) - must have own transport

Grade 12 Certificate

Relevant working experience in a similar role, within a multi-channel (Voice & Email) customer service /contact centre environment

Previous experience in both call handling and email correspondence is an essential requirement