Customer service Agent (E-commerce) South Africa

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.Job DescriptionThis client is home to the world’s leading online luxury, fashion, and style destinations. Through their multi-brand online stores they have over 20 years’ experience in transforming the way the world shops. They deliver a personalized and localized online experience for customers and brand partners at every stage of the luxury shopping journey. Their online stores connect more than 5.3 million customers to the world’s most coveted brands and exciting new names through expertly curated products and inspiring content.WNS will assist in delivering impeccable customer experience, through voice, chat and email channels to ensure customers remain loyal to the brand, use social media to share their experiences, and to increase revenue to their businessQualificationsMinimum requirement of at least a good Grade 12UK call center experience advantageous1 – 2 years of Contact Center ExperienceExperience if the fashion industry with high end brandsExcellent communications skills: clear and neutral accentYour language proficiency level means you can speak, listen and write fluently and independentlyYou can work collaboratively in a global team using your brilliant communication skills for greater goodYou can resolve challenging situationsYou are able to maintain a friendly, warm and professional tone of voice during all interactions with customersYou articulate the concept of luxury in every customer interaction by using formal, positive, and professional language.You can ask relevant probing questions to understand customer's needs: knowledge of open and closed questions differences and investigation processYou can empathize with the customer’s problem/needs: acknowledgment and genuine interest in customersYou can proactively provide solutions in a timely manner and spot potential issues before they escalateYou are adept at client relationship building and able to deliver a personalized, impeccable customer serviceYou are emotionally intelligent and can empathize and adapt accordingly to appreciate different perspectivesYou always put the customer first and priorities the need of the customerYou can manage and proactively de-escalate difficult situationYou are proficient with a desktop computer, Microsoft Word and OutlookYou have strong IT literacy and an understanding of the digital worldYou multi-task to meet time-critical SLA's in today's dynamic retail environmentYou understand the function and the aim of the customer care industry.Additional InformationRetail experience will be preferable and that it is a 24/7 shifted environment.