Customer Relationship Consultant at WNS Global Services SA

Job Description

• 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)

Qualifications

• Grade 12
• 2 years customer service experience
• Automotive Call Center experience
• Excellent communication skills
• Telephone Etiquette
• Strong written communication skills