Call Center Agent (With Degree/Diploma) - Century City, South Africa

WNS; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A global Business Process Management leader based in Cape Town is seeking a Lead Associate to deliver exceptional customer service in a contact center environment. Ideal candidates will have a diploma or degree and 6-12 months experience, preferably in a call center. Strong communication skills in English and a customer-oriented mindset are essential. Join a dynamic team and contribute to an impactful service experience.

Qualifications

• 6-12 months working experience, preferably in a call center environment.
• Experience dealing with international clients is preferred.
• Ability to identify customer needs and act accordingly.

Responsibilities

• Own SLAs of each customer and help resolve issues on the first attempt.
• Ensure high-quality delivery of customer experience across multiple channels.
• Collaborate with other functions to improve service offerings.

Skills

Exceptional communication skills

Customer-oriented mindset

High proficiency in verbal & written English

Planning and organizing

Attention to detail

Sales experience (soft sales)

Education

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

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, keeping employee experience at the core. Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful initiatives and making an impact in the community.

Job Description

An exciting opportunity for Lead Associates has become available on our new campaign in Century City. Our client is a financing institution with a platform that enables financing for international postgraduate students at top universities, delivering competitive financial and social returns to alumni, institutional, and private investors.

We seek high-performance individuals with exceptional communication skills to provide our client’s customers with a first-class service experience in a contact center environment.

Key Responsibilities:

• Own the turnaround times, customer service levels, handovers, and escalations (SLAs) of each customer.
• Help resolve issues on the first attempt, escalate unresolved issues appropriately.
• Ensure high-quality delivery of customer experience across multiple channels (email, calls, chat).
• Learn and become a technical expert on our Prodigy loan product and origination process. Use this knowledge to guide students, respond to service requests, and enable resolution. Transfer knowledge to team members both formally and informally.
• Meet daily service level targets, maintain, and improve service levels where possible. Contribute to the operations team and foster a positive team environment.
• Collaborate with other functions, such as Student Marketing or Technical Teams, to improve service offerings.

Qualifications

Required:

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

Experience, Knowledge, Skills, and Attributes:

• 6-12 months working experience, preferably in a call center environment.
• Experience dealing with international clients is preferred.
• High proficiency in verbal & written English (neutral accent required).
• Customer-oriented mindset in an international, multicultural context; able to identify customer needs and act accordingly, considering organizational costs and benefits.
• Process control, planning, organizing, attention to detail; capable of managing a high workload with 100% accuracy.
• Sense of urgency, energetic, resilient, clear thinking, quick response, and doing the right thing at pace.
• Focus on quality, setting high standards and striving for continuous improvement.
• Sales experience (soft sales) is advantageous.