Night Shift Customer Service Agent - Claremont WNS Cape Town, Western Cape, South Africa Company Description WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS serves 400+ global clients by combining operational excellence with domain expertise in 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 operating since 2003 with eight delivery centers across South Africa, employing 4000+ people. Why join us? We promise our employees role clarity, coaching and mentoring, professional development and a structured career path through our five commitments, keeping employee experience at the core. Experience the culture of outperformance, engagement and celebration, and contribute to society through the WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community. Job Description Main purpose: The key objective of the role is to identify and understand customer needs, delivering 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 customer enquiries, delivering customer value at first point of contact 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 reliable and trustworthy customer service Ensure action is taken to increase customer retention, loyalty and build a credible reputation Understand and adhere to company and department standards, policies and procedures Adhere to procedures to promote a culture where customers are treated fairly and are properly informed Adapt to change quickly in a fast-paced environment Qualifications Minimum 12 months experience in a customer service role (contact center) A Matric/Grade 12 Certificate or equivalent Seniority level Entry level Employment type Full-time Job function Customer Service Industries Outsourcing/Offshoring #J-18808-Ljbffr