Company Description
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
Job Description
Primary Job Duties & Responsibilities
- Role involves handling inbound calls from customers/agents to resolve queries on their accounts
- Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers
- Review and resolve policy cancellations, reinstatements, and service-related complaints.
- Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
- De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
- Use judgement when identifying new business opportunities driven by customer or agent requests.
- Track and document customer account interactions.
- Other duties as assigned.
- Job Specific Technical Skills & Competencies
- Strong customer service skills.
- Excellent communication skills with the ability to actively listen and empathize.
- Ability to leverage math and analytical skills to assist with billing inquiries.
- Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
- Graduate in the finacial sector
Prior customer service and/or call center experience a plus
Qualifications
Minimum Requirements
- Matric/Grade 12
- Minimum 1 year of working experience in a contact centre environment, preferable within Finance / Insurance / Utilities / Hospitality and Complaints handling
- International contact centre experience
- Credit & Criminal Clear
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
Additional Information
- Monday to Sunday (Rotational shift) between 13:00 pm to 06:00 am
- Including SA Public holidays.
