Senior Customer Experience & Operations Lead

SmartRecruiters, Inc.; Centurion; In loco; ZAR 180.000 - 230.000; Tempo pieno

Descrizione del lavoro

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across industries. This role conducts outbound satisfaction surveys, updates customer records, and supports engagement initiatives to deliver a seamless customer experience.

You will take ownership of customer queries, provide first-line support, and strive to meet KPIs while maintaining high data integrity. 1 year Call Centre experience is required.

Competenze

• Minimum 1 year Call Centre experience

Mansioni

• Conduct outbound customer satisfaction surveys to assess service quality from retail partners.
• Verify, update and maintain accurate customer information and contact details.
• Capture and maintain customer lifestyle, leisure and personal interest data to support customer engagement initiatives.
• Obtain and record customer service ratings and feedback following retailer interactions.
• Identify, document and escalate 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.

Conoscenze

Call Centre experience

Descrizione del lavoro

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across industries. This role conducts outbound satisfaction surveys, updates customer records, and supports engagement initiatives to deliver a seamless customer experience.

You will take ownership of customer queries, provide first-line support, and strive to meet KPIs while maintaining high data integrity. 1 year Call Centre experience is required.