Senior. Associate - Operations

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, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Conduct outbound customer satisfaction surveys to assess the quality of service received from retail partners.
• Verify, updateand maintain accurate customer information and contact details.
• Capture and maintain customer lifestyle, leisureand personal interest information to support customer engagement initiatives.
• Obtain and record customer service ratings and feedback following retailer interactions.
• Identify, documentand elevate 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, genuineand 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, actionsand 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.

Qualifications

• Minimum 1 year Call Centre experience