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

WNS; Cape Town; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A leading company in South Africa is seeking high-performance individuals for the Lead Associate role in a contact center. The position involves providing exceptional customer service for a financing institution, ensuring quality delivery across multiple channels, and collaborating with various teams. Ideal candidates will have a diploma or degree, strong communication skills, and a customer-oriented mindset.

Qualifications

• 6-12 months working experience in a call center environment.
• High proficiency in verbal & written English.

Responsibilities

• Own turnaround times and customer service levels.
• Ensure high-quality delivery of customer experience across multiple channels.
• Collaborate with other functions to enhance service delivery.

Skills

Communication

Customer-oriented mindset

Attention to detail

Planning

Organization

Sales experience

Education

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, where you can support meaningful initiatives and make 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 worldwide, 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:

1. Own the turnaround times, customer service levels, handovers, and escalations (your SLA’s) of each customer.
2. Help resolve issues first time, promptly escalate unresolved issues as appropriate.
3. Ensure high-quality delivery of customer experience across multiple channels (email, calls, chat).
4. Learn – and become a technical expert for – our Prodigy loan product and origination process. Use this knowledge to guide students, respond to customer requests, and enable resolution. Transfer knowledge to team members both formally and informally.
5. Be responsible for hitting your daily service level targets. Maintain and improve service levels where possible. Contribute to the operations team. Foster a positive team environment.
6. Collaborate with other functions, such as Student Marketing or Technical Teams, to enhance service delivery.

Qualifications

Required:

• Completed 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.
• Strong process control, planning, organization, attention to detail, and ability to manage high workloads accurately.
• Sense of urgency, energy, resilience, clear thinking, quick response, and ethical judgment.
• Focus on quality and continuous improvement.
• Sales experience (soft sales) is advantageous.