Customer Experience Ops Associate

Wns; Centurion; On-site; ZAR 201,000 - 312,000; Full time

Job summary

WNS, part of Capgemini, seeks skilled call centre professionals in South Africa to conduct outbound surveys and gather customer insights. You will verify records, capture lifestyle data, and escalate complaints when needed, while delivering warm, personalized service to retail partners.

Join a team that emphasizes Customer First and Modern Luxury principles, taking ownership of queries and ensuring accurate data and smooth interactions across channels.

Qualifications

• Minimum 1 year Call Centre experience.

Responsibilities

• Conduct outbound customer satisfaction surveys of retail partners.
• Verify and update customer information.
• Capture lifestyle, leisure and personal interest data to support engagement initiatives.
• Obtain and record customer service ratings and feedback after retailer interactions.
• Identify, document and escalate customer complaints to the CRC for resolution.
• Provide first-line support on systems and processes, resolving queries effectively and minimizing handovers.
• Demonstrate and champion the Customer First and Modern Luxury principles in every interaction.
• Take ownership of customer queries and proactively resolve issues to deliver a seamless experience.
• Deliver warm, genuine and meaningful customer interactions while respecting each customer's time.
• Listen actively to customer needs and resolve issues correctly the first time.
• Maintain high data integrity by keeping information complete and up to date.
• Achieve outbound contact targets and KPIs while maintaining service standards.
• Record all customer interactions, actions and outcomes on client systems.
• Ensure communications align with customer preferences and channels.
• Adhere to processes, standards and compliance at all times.

Skills

Call centre experience

Job description

WNS, part of Capgemini, seeks skilled call centre professionals in South Africa to conduct outbound surveys and gather customer insights. You will verify records, capture lifestyle data, and escalate complaints when needed, while delivering warm, personalized service to retail partners.

Join a team that emphasizes Customer First and Modern Luxury principles, taking ownership of queries and ensuring accurate data and smooth interactions across channels.