Senior Customer Experience Specialist

Wns Global Services; Gauteng; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Wns Global Services in South Africa is seeking a customer-focused agent to respond professionally to enquiries from customers, retailers, agents and colleagues, understand needs and identify opportunities; deliver first-line system and process support, taking ownership of queries and resolving issues with minimal handovers.

You will consistently demonstrate Customer First and Modern Luxury principles, provide a warm, sincere and professional customer experience, adapt communication to

Qualifications

• Minimum 1 year Call Centre Experience

Responsibilities

• Respond professionally to enquiries from customers, retailers, agents and colleagues to understand their needs and identify opportunities.
• Deliver first-line system and process support, taking ownership of queries and resolving issues with minimal handovers.
• Consistently demonstrate Customer First and Modern Luxury principles in all interactions.
• Provide a warm, sincere and professional customer experience, while respecting each customer's time and preferences.
• Actively listen, understand customer requirements and ensure issues are resolved correctly the first time.
• Maintain high levels of data accuracy and completeness across all systems and records.
• Achieve inbound and outbound service targets, productivity measures and KPIs.
• Accurately capture and maintain all customer interactions, actions and information on the relevant systems.
• Adapt communication methods to align with customer preferences and preferred communication channels.
• Ensure every interaction reflects a commitment to exceptional service, efficiency and customer satisfaction.

Skills

Customer service

Communication

Problem solving

Data accuracy

Relationship building

Job description

Wns Global Services in South Africa is seeking a customer-focused agent to respond professionally to enquiries from customers, retailers, agents and colleagues, understand needs and identify opportunities; deliver first-line system and process support, taking ownership of queries and resolving issues with minimal handovers.

You will consistently demonstrate Customer First and Modern Luxury principles, provide a warm, sincere and professional customer experience, adapt communication to