Lead Associate - Operations
Centurion, NA, za, South Africa Full-time 1+ yrs
- Demonstrate and champion Customer First and Modern Luxury principles, leading by example and driving their adoption across the team.
- Report directly to the Client Management & CRC Team Leader.
- Act as a Subject Matter Expert in case management, delivering effective, sustainable solutions while consistently providing an exceptional customer experience.
- Drive innovative approaches to customer concern resolution and proactively share best practices, successful outcomes and improvement ideas with colleagues and management.
- Proactively manage an active caseload, ensuring customer impact is minimized and cases are progressed efficiently to resolution.
- Apply the appropriate escalation processes in a timely manner and ensure all escalation procedures are consistently adhered to.
- Accurately document all customer interactions within CRC case management systems, maintaining high-quality data that supports business intelligence and customer insights.
- Serve as a role model by consistently demonstrating company values and Customer First behaviours.
- Partner with the retailer network to achieve timely and effective resolutions that enhance customer loyalty, retention and satisfaction.
- Ensure retailers comply with all relevant policies, processes and procedures when managing technical and quality-related concerns.
- Deliver consistently high levels of customer satisfaction and effective concern resolution, contributing positively to CSI performance.
- Collaborate with internal stakeholders and departments to facilitate efficient case resolution.
- Navigate multiple systems, tools and resources to gather information, conduct investigations and identify appropriate solutions.
- Manage all customer interactions in accordance with company policies, departmental procedures and service standards.
- Engage directly with customers to understand concerns, manage expectations and develop mutually beneficial resolution strategies.
- Maintain the accuracy and integrity of data used for reporting, analytics and workload management.
- Conduct follow-up contact with customers following case resolution to confirm satisfaction and encourage CSI survey participation.
- Respond to dealer survey escalations received from the Outbound team, engaging customers to understand and address their concerns.
- Verify, validate and accurately capture all customer and case-related information.
- Maintain accurate, comprehensive and up-to-date case records throughout the customer journey.
- Undertake additional ad hoc duties and responsibilities as required to support operational and business objectives.
- Matric is essential
- 2 Years Call Centre or 1 year leadership experience