Retail Operations Support & Sales Consultant

Wns (Holdings) Limited (Adr); Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

A leading global Business Process Management company seeks a Retail Operations Support & Sales Consultant in South Africa. The successful candidate will provide exemplary customer support, manage inquiries, and contribute to seamless sales experiences in a dynamic and modern landscape. Candidates should demonstrate high-performing sales capabilities and a willingness to learn and adapt to new systems.

Qualifications

• Preferably automotive and modern luxury experience.
• Salesforce experience is beneficial but not essential.
• Strong team player with high performance standards.

Responsibilities

• Respond to enquiries from customers and help develop sales opportunities.
• Support Retailers/Agents and ensure customer satisfaction.
• Drive continuous improvement in methods and service delivery.

Skills

High-performing support capabilities

Sales capabilities

Problem-solving skills

Excellent communication

Digital savviness

Education

Experience in automotive and modern luxury

Salesforce experience

Job description

RETAIL OPERATIONS SUPPORT & SALES CONSULTANT

Full-time

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to + global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

Globally, the group's over 41,+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK, and US. WNS South Africa has been in operation since and has built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of processes from our eight delivery centers across South Africa, employing + people. We promise our employees role clarity, coaching and mentoring, professional development, and structured career paths through our 5 people promises, keeping employee experience at the core.

Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful initiatives and making an impact in the community.

Main Purpose: 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).
• Demonstrate our client's Customer First and Modern Luxury principles.
• Ensure efforts make the process seamless for the customer.
• Provide warm, sincere, meaningful contact and conversation, respecting the customer's time and circumstances.
• Listen to understand and acknowledge customer needs.
• Ensure data completeness and accuracy.
• Meet inbound and outbound contact KPIs and targets.
• Record interactions accurately on designated systems.
• Align communication with customer preferences and channels.

System & Process Support

• Provide efficient support to Retailers/Agents, colleagues, and customers.
• Participate in supporting a high-performance team.
• Resolve queries efficiently by interacting with stakeholders and third parties.
• Log issues correctly and follow up for resolution.
• Share information through team meetings.
• Attend training and development opportunities.
• Develop knowledge of products, systems, and customer handling skills.
• Communicate system downtime or issues to users.

Take Ownership and Keep in Contact

• Fulfill commitments and provide feedback.
• Resolve escalated issues, ensuring customer satisfaction.
• Ensure a seamless customer journey.

Drive Improvement

• Participate in KPI review meetings.
• Proactively identify recurring problems and raise them.
• Continuously improve work methods and service delivery.
• Support team adaptation to change and growth.

KEY SUCCESS CRITERIA

• Customer First survey results.
• Effective case and complaint management.
• Dependability and fulfilling commitments.
• Teamwork across business, retailers, agents, and partners.
• Awareness of commercial and financial aspects.
• Time management and scheduled commitments.

COMPETENCIES REQUIRED

• High-performing support and sales capabilities.
• Willingness to learn and master new systems.
• Digital savviness across communication channels.

Qualifications & Experience

• Preferably automotive and modern luxury experience.
• Salesforce experience is beneficial but not essential.
• Strong team player with high performance standards.
• Operational excellence, high EQ, excellent communication, problem-solving skills.
• Business and financial acumen within the role.