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Customer Support Operations Coordinator

1 month ago

Johannesburg, Gauteng, South Africa Western Union Full time

Empower seamless operations across Western Union's network as a Customer Support Operations Coordinator.

About the Role

This pivotal position involves overseeing day-to-day operations in assigned regions, ensuring high-quality service and compliance with Western Union standards. You will be responsible for partner onboarding, quality assurance, and operational efficiency.

Main Responsibilities
  • Operational Oversight: Coordinate daily operations for locations in your assigned region, working closely with partners to ensure consistent service quality and alignment with company policies.
  • Partner Support: Onboard and train new partners, assisting them in maintaining service standards, understanding operational requirements, and ensuring smooth integration into the network.
  • Quality Assurance: Conduct regular visits to agent locations to monitor compliance, provide operational guidance, and support service improvements.
  • Process Improvement: Collaborate with internal teams to identify areas for operational enhancement and implement effective solutions that improve efficiency and customer satisfaction.
  • Escalation Management: Address low and high-risk issues as they arise, coordinating with internal teams for swift resolution.
Requirements
  • 1-3 years of experience in customer service, operations, or a related field.
  • Bachelor's degree required.
  • Proficient in English with strong verbal and written communication abilities.
  • Familiarity with Microsoft Office and basic Excel skills.
  • Demonstrated ability to build positive relationships and provide supportive guidance to partners.
What We Offer

In this role, you can expect access to comprehensive benefits, including 21 days annual leave, life and medical cover, and a pension plan. The estimated salary for this position is R250,000 - R350,000 per annum, depending on location and experience.