WNS
Durban, KwaZulu-Natal 4051
Job details
Job type
- Full-time
Location
Durban, KwaZulu-Natal 4051
Full 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
Experience, knowledge, skills and attributes required:
- Minimum 12 months experience in customer service role (Contact center)
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