Job Description

Company Description
WNS (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 6500+ 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.

This role is responsible for handling inbound calls, providing accurate information, resolving concerns, and ensuring a positive experience while maintaining compliance with healthcare regulations.
Key Responsibilities
Answer inbound calls from in a timely and professional manner
Accurately document calls, interactions, and resolutions in electronic record
Resolve concerns, complaints, and service issues while following established protocols
Escalate complex or sensitive issues to supervisors or appropriate departments when necessary
Maintain confidentiality and comply with healthcare regulations
Meet performance metrics such as call quality, accuracy, productivity, and customer satisfaction
Qualifications
Grade 12
Additional Information
Experience and Attributes

• 18 months+ experience in a call center
• Healthcare experience would be beneficial
• Critical thinking and problem-solving skills
• Excellent verbal English communication with very good call handling skills
• Ability to support US hours and work nightshift

Skills Required