Senior. Associate - Operations

About the role

WNS, part of Capgemini, is looking for a Senior. Associate in Operations in Centurion. The role centres on handling outbound customer satisfaction surveys, keeping customer information accurate and providing first-line support on systems and processes. It is a full-time position.

Key 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.
• 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.
• Champion the Customer First and Modern Luxury principles in every interaction, taking ownership of customer queries and resolving issues correctly the first time.
• Listen actively to customer needs and ensure all communications match customer preferences and preferred channels.
• Maintain high data integrity, achieve outbound contact targets and KPIs, and accurately record all interactions, actions and outcomes on client systems.
• Adhere to established processes, service standards and compliance requirements.

Required profile

• Grade 12 is essential.
• Minimum 1 year of call centre experience.