WNS

Senior Associate - Operations

Centurion, NA, South Africa · On-site · Full-time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

Key Responsibilities

Respond professionally to enquiries from customers, retailers, agents and colleagues to understand their needs, build strong relationships and identify sales opportunities.
Deliver first-line system and process support, taking ownership of queries and resolving issues efficiently 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, preferences and individual circumstances.
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 key performance indicators (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.

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