Senior. Associate - Operations
Posted Updated
- 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.
- 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.
- Grade 12 is essential
- Minimum 1 year Call Centre experience