RETAIL OPERATIONS SUPPORT & SALES CONSULTANT

WNS Global Services; Centurion; On-site; ZAR 150,000 - 300,000; Full time

Job summary

A leading company in customer service excellence seeks a high-performing support and sales consultant. The role emphasizes a Customer First approach, effective enquiry management, and teamwork to deliver outstanding customer experiences across multiple channels. Ideal candidates will have a positive attitude, high emotional intelligence, and a commitment to continuous improvement.

Qualifications

• Preferably automotive and modern luxury experience.
• Willingness to learn and master new systems and processes.
• Digitally savvy across various communication channels.

Responsibilities

• Respond to enquiries to understand customer requirements and develop sales opportunities.
• Provide systems and process support minimizing hand-overs.
• Participate in KPI reviews and drive improvements.

Skills

Customer First approach

Problem-solving

Effective communication

Self-management

Team player

Tools

Salesforce

Job description

Provides support for and facilitates delivery of outstanding customer experiences, aligning with Customer First principles and a modern luxury approach, to achieve successful sales deals in a seamless, effortless Omni channel landscape.

KEY RESPONSIBILITIES

1. ENQUIRY & REQUEST MANAGEMENT

• Respond to enquiries from customers, retailers / agents, colleagues, to understand their requirements, build personal connections, and develop sales opportunities.
• Provide 1st line systems and process support (without unnecessary hand-overs to other parties).
• Personally demonstrate our client’s Customer First and Modern Luxury principles.
• Do the effort so the customer does not have to worry.
• Provide warm, sincere, meaningful contact and conversation; being respectful of the customer’s time and circumstances.
• Listen to understand and get it first time right, and acknowledge.
• Ensure optimal data completeness and accuracy.
• Comply with inbound and outbound targets and contact KPIs in all enquiries, issues, actions, and tasks.
• Accurately record all interactions, information, and actions on the designated JLR systems.
• Always align with the customers' preferences and communication channel requirements.

SYSTEM & PROCESS SUPPORT

• Provide efficient and effective systems and process support to Retailers / Agents, colleagues, and all customers; minimizing unnecessary hand-overs.
• Actively participate in supporting a high-performance and effective team.
• Interact with teams, stakeholders, and third parties to resolve queries and issues efficiently and quickly.
• Apply correct issue logging requirements and provide all necessary information.
• Track issues and follow up to ensure complete resolution.
• Communicate with the team to share information, participate in meetings, and manage performance and issues.
• Attend training and knowledge development opportunities to expand capabilities.
• Develop knowledge of customer products, technologies, systems, and processes, and improve customer handling skills.
• Communicate system downtime or issues to relevant users.

TAKE OWNERSHIP AND KEEP IN CONTACT

• Fulfill commitments and provide promised feedback.
• Resolve escalated issues and complaints, ensure customer satisfaction, and facilitate successful sales progress.
• Ensure a seamless customer journey by doing the effort so customers don’t have to worry.

DRIVE IMPROVEMENT

• Participate in regular KPI review meetings and identify improvements.
• Proactively identify recurring problems and raise with team leaders and management.
• Deliver continuous improvements in work methods and service delivery.
• Support the team in adapting to change, growth, and performance excellence.

Qualifications

KEY SUCCESS CRITERIA FOR THE ROLE

• Customer First approach
• Positive survey results
• Effective cases and complaint management system
• Dependability in fulfilling commitments

Team

• Support colleagues across JLRSA, Retailers/Agents, and third-party partners.
• Consideration of commercial and financial aspects.
• Responsibility for time management and scheduled commitments.

Customers

• Deliver outstanding customer experiences to staff, teams, retailers, agents, and vehicle owners.

COMPETENCIES REQUIRED BY THE ROLE

• High-performing support and sales consultant with self-management skills.
• Willingness to learn and master new systems and processes.
• Digitally savvy across various communication channels.

Qualifications & Experience

• Preferably automotive and modern luxury experience.
• Salesforce experience beneficial but not essential.

High Performing Team Member

• Team player committed to high performance and customer service excellence.

Operational Excellence

• High EQ, excellent written and verbal skills, problem-solving, agility, self-drive.
• Excellent communication and listening skills.
• Business and financial acumen relevant to the role.