Junior Customer Support Operations Specialist – Johannesburg, South Africa

Are you ready to play a pivotal role in ensuring smooth operations and high-quality service across Western Union’s network? Do you excel in collaborating with teams and supporting partners to deliver outstanding customer experiences? Western Union invites you to join us as a Junior Customer Support Operations Specialist.

Western Union powers your pursuit. 

As a Junior Customer Support Operations Specialist, you will support the growth of Western Union’s network by overseeing day-to-day operations in your assigned region. Your focus will be on partner onboarding, quality assurance, and operational efficiency. Working closely with cross-functional teams, you’ll provide the necessary training and support to ensure compliance with Western Union standards and drive seamless operations across multiple locations. 

Role Responsibilities 

• Operational Oversight: Manage daily operations for locations in your assigned region, coordinating with partners to ensure consistent service quality and alignment with Western Union’s policies. 

• Partner Support: Onboard and train new partners, assisting them in maintaining service standards, understanding operational requirements, and ensuring smooth integration into the network. 

• Quality Assurance: Conduct regular visits to agent locations to monitor compliance, provide operational guidance, and support service improvements. 

• Process Improvement: Collaborate with internal teams to identify areas for operational enhancement and implement effective solutions that improve efficiency and customer satisfaction. 

• Escalation Management: Address low and high-risk issues as they arise, coordinating with internal teams for swift resolution. 

Role Requirements 

• 1-3 years of experience in customer service, operations, or a related field. 

• Bachelor’s degree required. 

• Proficient in English with strong verbal and written communication abilities. 

• Fluency in another language (French or Portuguese) is advantageous. 

• Ability to manage multiple tasks, maintain schedules, and work independently. 

• Familiarity with Microsoft Office and basic Excel skills. 

• Demonstrated ability to build positive relationships and provide supportive guidance to partners. 

Join Western Union as a Junior Customer Support Operations Specialist and be part of a team dedicated to empowering connections and supporting quality service across our network. 

We make financial services accessible to humans everywhere. Join us for what’s next. 

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities.  To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.  

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/  

Benefits  

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few  
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.  

Your South Africa specific benefits include:   

• 21 days annual leave – plus public holidays. 

• Comprehensive life & medical cover.  

• Pension plan. 

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.