DUTCH SPEAKING - Customer Agent


WNS Global Services SA (Pty) Ltd


07 Feb 2018

Reference Number



Key Responsibilities:

- Transaction Processing

Transactions include:

- Tenders, quotations, renewals, credit checks & gas confirmations, setting up accounts & contracts, handling exceptions and rejections, new starts, billing/invoicing, disconnections, terminations, change of occupations, confirmations, objections, withdrawals, metering and registration checks, meter reads, asset amendments, direct debits, fixed acceptances, refunds and re-energizations
- Query Resolution (Voice, Email & Correspondence)
- Performing welcome calls to new customers
- Investigating and responding to a range of customer queries or enquiries on dual fuel portfolios via telephone, email & white mail (letters/faxes)
- Liaising with internal/ external parties to resolve customer queries
- Analysing and interpreting data on the available systems to resolve customer queries and enable billing & collections
- Obtaining and evaluating all relevant information to resolve product and service queries & complaints
- Collections & Debt Management
- Making and receiving calls to maximize cash collection, while maintaining customer service & retention
- Collecting cash, minimising bad debt write offs & preventing future cases/failed debits.
- Data Gathering
- Updating customer and/or company information on all relevant systems

Working Hours:

- The campaign's operational hours are 08h00 - 18h00, Mondays to Fridays (working hours may include Saturdays & public holidays)Qualifications Required:
- A Matric/Grade 12 Certificate or equivalent with the minimum of a D aggregate in Dutch OR
- A HAVO or VWO Certificate with the minimum of a 6.0 aggregate in DutchExperience, Knowledge, Skills and Attributes Required:
- 6 - 12 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /collections contact centre environment
- 2+ years' experience working in a targeted, direct contact, credit-control department, with proven high resolution of queries.
- Prior customer service and/or collections experience with international clients (especially with the Netherlands)
- Sound interpersonal skills
- Prior customer service and/or collections experience with international clients (especially with the UK)
- High attention to detail and accuracy
- Exceptional administrative skills, with sound follow-through after contact with customers
- The ability to:
- prioritise and manage work flow
- analyse, validate and interpret data/reports
- resolve conflict situations amicably
- solve problems
- multi-task, work under pressure and cope with high volumes of work

Contract Type:

Permanent, Permanent/Contract


Western Cape
South Africa