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Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
Job Description
Role Purpose
Experience Required:
Essential:
Minimum 36 month customer service experience, 24 month of which in leadership / supervisory position.
In depth knowledge or understanding of contact centre technology and methodologies
Neutral accent essential with excellent verbal and written English communication skills
Confidence and creditability with the ability to articulate in a clear and concise manner
Computer literacy in order to operate customer related information systems
Preferred:
Working knowledge and GDS certification (Sabre, Galileo, Amadeus, etc…)
Job-Related Knowledge, Competencies & Skills Required
Essential:
Credit / Criminal Clear
Management of high performing teams
Confidence and creditability
Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues
Impact and influencing skills
Ability to prioritise deliverables and plan accordingly
Embraces change whilst remaining productive and positive
Manage the negativity of others
Leadership and conflict resolution skills
Knowledge / Experience of disciplinary procedures
Performance management skills
Good decision-making and Organisational skills
Ability to coach and motivate individuals
Excellent written and communication skills
Willingness to be approachable and help team members
Ability to work well under pressure
Exceptional team work skills
Determination to achieve high standards
Proficiency in the following Microsoft packages (Word, Excel & Outlook)
Exceptional administrative skills with sound planning, organizing and time management skills
Target driven
Preferred:
A good understanding of Airline / Travel Industry aims and objectives
Knowledge or understanding of contact centre technology and methodologies
Understand good housekeeping for data protection and information security requirements
Qualifications
Qualifications Required:
Essential
Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths
Minimum 2 years contact centre experience
GDS experience a min of 6 months
Preferred
Travel and Tourism course/ diploma or related field
Additional Information
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 ie. 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
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