Senior Associate - Operations

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.

• Grade 12 is essential
• Minimum 1 year Call Centre Experience