Customer Relationship Consultant

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The main purpose of this role is to manage customer, retailer and third-party contact (telephone/email/digital/letter) taking ownership through to final closure

Key Responsibilities:

• Be an expert case manager and offer robust solutions, whilst always adopting a Customer First approach
• Use innovative approaches to customer concern resolution and ensure new ideas resulting in successful resolution are communicated within the team and management
• Manage an ongoing case load, working proactively to minimize customer impact
• Where required, quickly implement the required escalation process and ensure they are adhered to on each occasion
• Ensure all contacts are captured in the CRC case management systems to enable the CRC to be a valuable data source to the wider business
• Act as a role model for the JLR values & Customer First behaviors
• Provide support to the retailer network to assist them in achieving quick resolution, driving customer loyalty and retention
• Ensure the retailer network follows all correct processes and procedures to address any technical/quality issue
• Achieve great results in respect to customer satisfaction and concern resolution (CSI)

Grade 12

2 years customer service experience

Automotive Call Center experience

Excellent communication skills

Telephone Etiquette

Strong written communication skills