Senior Associate - Operations
Centurion, NA, za, South Africa Full-time 1+ yrs
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