Job Description

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




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 center environment.




Key Responsibilities:




As an Operations Lead Associate, owning the turnaround times, customer service levels, handovers and escalations (your SLA's) of each customer.


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 origination 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 team mates 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 fulfillment 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

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Qualifications Required:


Completed 3 year Diploma / Degree in a relevant field




Experience, Knowledge, Skills and Attributes Required:


6-12 Months working experience, preferably in a call center environment Preference will be given to candidates with experience in dealing with international clients High proficiency in verbal & 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 organization's costs and benefits into account. Process Control; Planning and organizing; 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 * Sales experience (soft sales) is advantageous