Tuesday, 11 December 2018

WNS Global Services SA Graduate Programme 2019

We are looking for recently graduated individuals wanting to enter the job market. This is an exciting opportunity to work with students across the world. We are looking for high-performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in a contact centre environment.

Key responsibilities:

As an operations lead associate, you will be responsible for a specific section of the applications funnel, owning the turnaround times, customer service levels, handovers and escalations (your SLA’s) of each customer through your area of expertise. With the rotation policy in place, you will also have an opportunity to work on each major area of the funnel, from new applications through to final loans disbursed, developing depth of experience while working towards an end-to-end understanding of how our client originate student loans.

You will also be responsible to:

  • Help resolve issues first time, promptly escalate unresolved issues as appropriate;
  • Ensure high-quality delivery of customer experience across multiple channels (email, calls, chat);
  • Learn and ultimately become a technical expert for our Prodigy loan product and originations process. Use this technical knowledge to guide students through the process, to respond to customer service requests and to enable resolution. Transfer your knowledge to teammates both formally and informally;
  • Be responsible for hitting your day-to-day service level targets. Ensure service levels are maintained and improved where possible. Be a valuable contributor to the operations function. Inject a sense of fun and fulfilment into your team environment;
  • At times, you may be required to work closely with other functions, notably student marketing or our technical team to improve the service offering.

Qualifications required:

  • Completed diploma/degree in a relevant field.
  • Experience, knowledge, skills and attributes required:
  • Six to twelve months call centre experience, preferably in a customer service environment.
  • Preference will be given to candidates with experience in dealing with international clients.
  • High proficiency in verbal and written English (a neutral accent is required) customer orientation in an international and multicultural context; able and willing to find out what the customer wants and needs and to act accordingly, taking the organisation's costs and benefits into account.
  • Process control; planning and organising; attention to detail; able to manage a relentlessly high workload containing hundreds of small tasks to 100% accuracy.
  • A sense of urgency; energetic, resilient, think clearly, respond quickly and appropriately, do the right thing at pace.
  • Focus on quality; set high-quality standards for your work and strive for continuous improvement.

Location: Western Cape 

Send your cover letter and CV to Lara Rossouw: lara.rossouw@wns.com

Share this