WNS Global Services Inc. is a leading player in the field of Business Process Management (BPM), offering a comprehensive range of services to over 400 global clients. Established as a powerhouse in the industry, WNS combines operational excellence with deep domain expertise across various verticals. This includes Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel, and Utilities.
The company operates on a global scale, with a workforce of over 41,000 professionals serving clients from 60 delivery centers spread across 16 countries. These centers are strategically located in key regions such as China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, the UK, and the US, ensuring optimal service delivery and customer satisfaction.
In South Africa, WNS has been a prominent player since 2003, establishing itself as the industry leader in Business Process Outsourcing (BPO). With eight delivery centers across the country, WNS employs over 4000 professionals who are dedicated to delivering high-quality services to clients and making a positive impact in the local community.
WNS prides itself on its commitment to employee satisfaction and development. The company promises its employees role clarity, coaching, mentoring, professional development, and a structured career path through its “5 people promises.” Additionally, WNS fosters a culture of outperformance, engagement, and celebration, ensuring that employees feel valued and motivated in their roles. Moreover, WNS actively contributes to society through its WNS Cares Foundation, providing employees with opportunities to support meaningful initiatives and make a difference in the community.
Overall, WNS Global Services Inc. stands as a beacon of excellence in the BPM industry, leveraging its extensive experience, expertise, and global presence to deliver innovative solutions and drive business transformation for its clients worldwide.
Job Positions/Locations/Ref Numbers:
Position: Call Center Agent – Inbound
Location: Centurion, Gauteng, South Africa
Reference Number: WNS-INB-CENT-SA-001
The profession of a Call Center Agent, particularly in an inbound setting like the one described in the job posting, plays a crucial role in ensuring customer satisfaction and fostering positive relationships between customers and the company. Here’s a more detailed explanation of the profession:
Role and Responsibilities:
Customer Interaction: Call Center Agents primarily handle inbound calls from customers seeking assistance, information, or solutions to their queries or concerns. They must engage with customers in a courteous, professional manner, actively listening to their needs and providing accurate and helpful responses.
Issue Resolution: Agents are tasked with efficiently resolving customer issues or complaints, aiming to achieve first-call resolution whenever possible. This requires problem-solving skills, product knowledge, and the ability to navigate through systems and databases to find relevant information.
Product and Service Promotion: In addition to addressing customer inquiries, agents may also be responsible for promoting and upselling products or services offered by the company. This involves identifying opportunities to enhance the customer’s experience or meet their needs through additional offerings.
Documentation and Reporting: Agents must accurately document customer interactions, including details of the inquiry or issue raised and the resolution provided. This information is often entered into a customer relationship management (CRM) system for future reference and analysis.
Compliance and Quality Assurance: Call Center Agents must adhere to company policies, procedures, and regulatory requirements governing customer interactions. This includes maintaining confidentiality, ensuring data security, and following scripts or guidelines provided by the company. Quality assurance measures may involve call monitoring, feedback sessions, and ongoing training to improve performance.
Skills and Qualifications:
Communication Skills: Excellent verbal communication skills are essential for Call Center Agents to effectively convey information, listen to customer concerns, and articulate solutions.
Empathy and Patience: Agents need to empathize with customers’ situations and demonstrate patience, especially when dealing with irate or frustrated individuals.
Technical Proficiency: Familiarity with call center technology, such as phone systems, CRM software, and knowledge bases, is beneficial for navigating systems efficiently and accessing relevant information.
Problem-Solving Ability: Agents should possess strong analytical and problem-solving skills to assess customer issues, identify root causes, and implement appropriate solutions.
Adaptability: Call Center environments can be fast-paced and dynamic, requiring agents to adapt quickly to changing circumstances, customer needs, and company protocols.
Call Center Agent roles often serve as entry-level positions within the customer service or sales field, providing individuals with valuable experience and foundational skills.
With demonstrated performance and proficiency, agents may have opportunities for advancement to supervisory or team lead roles, where they oversee a team of agents and handle escalated issues.
Additionally, agents may pursue further training or education to specialize in areas such as technical support, sales, or customer relationship management, opening up pathways for career growth within the organization or in related industries.
Competitive salary package
Opportunities for professional development and career growth
Comprehensive training programs
Role clarity and structured career path
Coaching and mentoring
Engagement in meaningful community initiatives through WNS Cares Foundation
Minimum 12 months of experience in a customer service role, preferably in a contact center environment
Matric/Grade 12 Certificate or equivalent
Excellent communication skills, both verbal and written
Ability to follow clear instructions and guidelines
Strong problem-solving and decision-making skills
Goal-oriented with a focus on delivering exceptional customer service
Ability to work well under pressure in a fast-paced environment
Adaptability to change
Team player mindset
We are currently seeking dedicated individuals to join our team as Call Center Agents – Inbound in Centurion, South Africa. As an Inbound Call Center Agent, you will be responsible for handling high volume customer inquiries, understanding customer needs, and delivering first-class customer service to enhance customer experience and loyalty.
How to Apply:
To apply for this position, please submit your updated resume/CV along with a cover letter highlighting your relevant experience and skills to email@example.com with the subject line: “Application for Call Center Agent – Inbound – Centurion, South Africa – [Your Name]”.
The deadline for submitting the applications is not available.
For any inquiries regarding this job opportunity, please contact us at:
Tel: +27 21 527 6600
Email Address: firstname.lastname@example.org
Address: 2nd & 3rd floor, Bridge Park, ERF 6993, Portion of ERF 6992, Montague Gardens, Century City, 7441, South Africa
Official Website: www.wns.com