Customer Service Excellence Specialist

1 month ago


Cape Town, Western Cape, South Africa WNS Global Services Full time

At WNS Global Services, we are seeking a highly skilled Customer Service Excellence Specialist to join our team. This exciting opportunity is based in Century City and offers a competitive salary of $45,000 per annum.

Job Overview

We are a leading global business process management company that provides industry-specific solutions to businesses across various sectors. Our client is a renowned financing institution that enables financing for international postgraduate students at the world's best universities.

In this role, you will be responsible for providing exceptional customer service experience in a contact center environment. Your primary objective will be to ensure high-quality delivery of customer experience across multiple channels (email, calls, chat) while maintaining an excellent level of service.

Key Responsibilities
  • To help resolve issues first-time promptly escalate unresolved issues as appropriate
  • To ensure high-quality delivery of customer experience across multiple channels (email, calls, chat)
  • To learn - and ultimately become a technical expert for - our Prodigy loan product and origination process
  • To guide students through the process, respond to customer service requests, and enable resolution
Qualifications and Experience

Required:

  • A completed 3-year Diploma / Degree in a relevant field
  • 6-12 months working experience, preferably in a call center environment
  • High proficiency in verbal & written English (a neutral accent is required)
  • Customer orientation in an international and multicultural context
  • Process control; planning and organizing; attention to detail
  • A sense of urgency; energetic, resilient, think clearly, respond quickly and appropriately
  • Focus on quality; set high-quality standards for your work and strive for continuous improvement


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