Contact Center Advisor : Operations

Company Description

WNS (Holdings) Limited (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. 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

• Receive incoming calls from international customers
• Ability to interact and thrive in a fast-paced environment dealing with a high volume of calls and stressful situations
• Deliver appropriate sense of urgency when responding to customer requests
• Maintain professional etiquette and provide exceptional customer service when corresponding with customers via phone
• Effectively advise the Coach, Floor Support mentor, or Team Leader promptly and fully to inform them of any problems, or unusual matters which may lead to an escalation or dissatisfied customer
• Responsible for entering accurate information into systems. - Detailed documentation is required for potential future investigatory purposes

Qualifications

Minimum requirement Grade 12

Minimum of 1 year consecutive contact center experience working experience