Job Description

Company DescriptionWNS (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.Roles & 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/Agents
• Should meet/exceed business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts
• Solutions mind-set, helping nature, passion to drive excellent customer experience
• Ability to adapt self with the team in-case of adversity, business challenges/requirement
• Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision
• High proficiency in verbal and written English (a neutral accent is preferred as customers are based in the US)
• Strong ability to multi-tasking
• Efficient in internet, computer usage, typing and web-based application skills
• High attention to detail and accuracy

QualificationsMatricMust have 1 year plus consistent experience as an Agent within a Call CenterMust be willing to work in 24* 7 environment, spilt offs and rotational shiftsPosition will be based in Claremont, Cape Town.

WNS Global Services