Operations Lead: Customer Experience & Case Management

WNS Global Services; Centurion; Presencial; ZAR 180 000 - 300 000; Tempo integral

Resumo da oferta

WNS Global Services is seeking a customer-focused professional to lead a call centre team and manage a high-volume case load. You will champion Customer First and Modern Luxury principles, escalating and resolving issues to deliver outstanding service.

You will document interactions, collaborate with retailers and internal teams, and drive continuous improvement through sharing best practices and data-driven insights. Strong leadership and communication are essential.

Qualificações

• Matric is essential.
• 2 Years Call Centre or 1 year leadership experience.

Responsabilidades

• Demonstrate and champion Customer First and Modern Luxury principles, leading by example and driving their adoption across the team.
• Report directly to the Client Management & CRC Team Leader.
• Act as a Subject Matter Expert in case management, delivering effective, sustainable solutions while consistently providing an exceptional customer experience.
• Drive innovative approaches to customer concern resolution and proactively share best practices, successful outcomes and improvement ideas with colleagues and management.
• Proactively manage an active caseload, ensuring customer impact is minimized and cases are progressed efficiently to resolution.
• Apply the appropriate escalation processes in a timely manner and ensure all escalation procedures are consistently adhered to.
• Accurately document all customer interactions within CRC case management systems, maintaining high-quality data that supports business intelligence and customer insights.
• Serve as a role model by consistently demonstrating company values and Customer First behaviours.
• Partner with the retailer network to achieve timely and effective resolutions that enhance customer loyalty, retention and satisfaction.
• Maintain accurate, comprehensive and up-to-date case records throughout the customer journey.

Conhecimentos

Customer service

Leadership

Case management

Formação académica

Matric (Grade 12)

Ferramentas

CRM systems

Descrição da oferta de emprego

WNS Global Services is seeking a customer-focused professional to lead a call centre team and manage a high-volume case load. You will champion Customer First and Modern Luxury principles, escalating and resolving issues to deliver outstanding service.

You will document interactions, collaborate with retailers and internal teams, and drive continuous improvement through sharing best practices and data-driven insights. Strong leadership and communication are essential.