Senior. Associate - Operations

Wnsglobalservices144; Centurion; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Wnsglobalservices144 is seeking a Customer Service Associate in Centurion to conduct outbound satisfaction surveys and maintain accurate customer data. The role supports customer engagement initiatives and records feedback from retailer interactions.

You will resolve queries, adhere to Customer First and Modern Luxury principles, and ensure timely, friendly service while updating systems.

Qualifications

• Grade 12 is essential.
• 1 year Call Centre experience required.

Responsibilities

• Conduct outbound customer satisfaction surveys to assess service quality.
• Verify, update and maintain accurate customer information.
• Capture and manage customer lifestyle and interests data.
• Record customer service ratings and feedback after retailer interactions.
• Identify and escalate complaints to CRC for resolution.
• Provide first-line support on systems and processes.
• Champion Customer First and Modern Luxury principles in interactions.
• Own customer queries and resolve issues to deliver seamless experience.
• Deliver warm, genuine customer interactions while respecting time.
• Actively listen to needs and resolve concerns correctly the first time.
• Maintain data integrity and update customer information.
• Achieve outbound contact targets and KPIs while maintaining standards.
• Record all interactions and outcomes in designated client systems.
• Ensure communications align with customer preferences and channels.
• Adhere to processes, standards and compliance at all times.

Education

Grade 12

Tools

CRM systems

Job description

Responsibilities

• Conduct outbound customer satisfaction surveys to assess the quality of service received from retail partners.


• Verify, update and maintain accurate customer information and contact details.


• Capture and maintain customer lifestyle, leisure and personal interest information to support customer engagement initiatives.


• Obtain and record customer service ratings and feedback following retailer interactions.


• Identify, document and escalat e customer complaints to the Customer Relations Centre (CRC) for resolution.


• Provide first-line support on systems and processes, resolving queries effectively and minimising unnecessary handovers.


• Consistently demonstrate and champion the Customer First and Modern Luxury principles in every customer interaction.


• Take ownership of customer queries and proactively resolve issues to deliver a seamless customer experience.


• Deliver warm, genuine and meaningful customer interactions while respecting each customer's time and individual circumstances.


• Actively listen to customer needs, ensuring a clear understanding of their concerns and resolving them correctly the first time.


• Maintain high levels of data integrity by ensuring all customer information is complete, accurate and up to date.


• Achieve outbound contact targets and key performance indicators (KPIs) while maintaining exceptional service standards.


• Accurately record all customer interactions, actions and outcomes on designated client systems.


• Ensure all customer communications align with individual preferences and preferred communication channels.


• Adhere to established processes, service standards and compliance requirements at all times.

Requirements

• Grade 12 is essential


• Minimum 1 year Call Centre experience