Customer Experience Specialist

3 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Operations Lead Associate Overview

As an Operations Lead Associate at WNS Global Services, you will play a pivotal role in delivering exceptional customer experiences across multiple channels. This exciting opportunity requires high-performing individuals with exceptional communication skills to provide first-class service in a contact center environment.

Key Responsibilities:

• Resolve issues promptly and escalate unresolved issues as necessary

• Ensure high-quality delivery of customer experience across email, calls, and chat channels

• Develop technical expertise in our Prodigy loan product and origination process to guide customers through the process and respond to service requests

• Maintain and improve service level targets, contributing to the operations function while injecting a sense of fun and fulfillment into the team environment

Qualifications and Requirements

• Completed 3-year Diploma/Degree in a relevant field

• 6-12 months of working experience, preferably in a call center environment

• High proficiency in verbal and written English (neutral accent required)

• Customer orientation in an international and multicultural context

• Process control, planning, and organizing, with attention to detail and ability to manage a high workload

• A sense of urgency, energy, resilience, and ability to think clearly and respond quickly

• Focus on quality, setting high standards and striving for continuous improvement

Additional Information

WNS Global Services is seeking exceptional individuals to join our team as Operations Lead Associates. If you possess the necessary skills and experience, please consider applying for this exciting opportunity.

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