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.

Responsible for all back office duties ensuring that all required outcomes are met in line with our prescribed policies and best practice as well as providing support, when directed, to support our back office fraud; finance and Customer Resolutions areas (in keeping with the employees’ skills and experience).

Key Responsibilities Areas

Administration

• Proactively assist in the completion of general admin duties as directed / requested based on current procedures & deadlines
• Prove the Connection Centre with support, accurately & timeously, responding to requests for information – both written & verbal
• Liaise as required with staff from other departments, to gain information, in order to resolve Customer issues
• Meet deadlines and OKR’s
• Attend all product / process training sessions, and learn key details about our projects; processes ; technologies and policies
• Perform any other duties & special projects, as directed by Management, in keeping with the employees skills & experience

Customer Resolution

Complaint Investigation and Resolution

• Ensure that all customer complaints are attended to on time, and in the best way possible, to provide a positive customer outcome
• Manage the customers’ expectations by explaining the complaint handling process and what  the company is able to do or not do , the timeframes for dealing with the complaint and when they might expect a response
• Act without bias, reach conclusions and form views based on the facts of the case, taking into account the context of the situation and the resultant impact to the customer
• Investigate complaints and draft written replies to customers or customer complaint mediators;
• Maintain a risk register highlighting to your Team Lead any risks to  the company emanating from the customer complaints;
• Ensure that responses to customer complaints are drafted in terms of the company policies and procedures relating to customer complaints;

 Building Relations

• Work closely with other business stakeholders to understand the end to end customer experience to gain understanding of possible failure points;
• Create awareness of customer dis-resolution points with Customer Services and the Credit Operations Team;
• Work with Continuous Improvement to drive process changes that enhance customer Resolution and positive customer outcomes;
• Ensure that responses to customers are vetted by Legal and Communications. 
• Build relations with key customer complaints mediators to facilitate complaint handling in a mutually beneficial manner, but also to get early insights of potential risks to  the company
• The Credit Ombudsman
• The Consumer Complaints Tribunal
• The National Credit Regulator, Complaint Department

 Record Management and Reporting

• Ensure responses and outcomes of complaints are recorded, reported to management and monitor implementation of remedies and actions to improve practices
• Ensure that information about how and where to complain is kept up to date and available at all service delivery points
• Provide insight into customer Resolution levels and their propensity to promote company through customer surveys.
• To take a leading role in promoting the reporting of and learning from complaints including:
• Undertaking trend analysis
• Providing feedback/reports to the relevant Divisions
• Work with the Head of Department to ensure that the learning needs of staff in relation to complaints handling are identified and that appropriate training is provided.

Communication:

• To be the main point of contact, liaising with operational colleagues ensuring that all are kept fully informed of progress at all times.
• To liaise with all levels of management throughout the business
• Ability to communicate clearly with various stakeholders
• Champion the voice of the customer for the South African business, establishing forums to provide customer insight to stakeholders, such as Product, Marketing, Technology.

Qualification

• Matric/Grade 12

Experience Required

• 3 years or more experience as a senior customer services advisor
• At least 3 years’ experience in Financial Service
• Experience of working in a regulated environment

Behavioural Traits Required

• High degree of patience and assertiveness with excellent rapport-building skills
• Positively contribute and lead in team activities
• Takes pride in work, checking own for quality i.e. Lead by example
• Maintains effective time management
• Have a positive attitude and the ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player
• Flexible
• Self-Motivated

All candidates must be credit clear.