Retail Operations Support Specialist

1 week ago


Centurion, Gauteng, South Africa WNS Global Services Full time
Job Description

Job Summary:

We are seeking a highly skilled and motivated Retail Operations Support Specialist to join our team at WNS Global Services. As a key member of our operations team, you will be responsible for providing exceptional customer service and support to our clients and customers.

Key Responsibilities:

  • Enquiry and Request Management: Respond to customer enquiries, resolve issues, and provide support to ensure seamless customer experiences.
  • System and Process Support: Provide efficient and effective systems and process support to customers, colleagues, and stakeholders.
  • Take Ownership and Keep in Contact: Fulfil commitments, provide promised feedback, and ensure a seamless customer journey.
  • Drive Improvement: Participate in regular meetings to review KPIs, identify areas for improvement, and implement changes to drive service delivery excellence.

Qualifications and Competencies:

  • Customer First: Demonstrate a customer-centric approach and provide exceptional customer service.
  • Survey Results: Analyze and act on customer feedback to drive improvement.
  • Cases and Complaint Management System: Manage customer complaints and issues effectively.
  • Proactive, Authentic, Transparent, Personalized, Positive: Demonstrate a positive attitude and provide personalized support to customers.
  • Fulfil All Commitments and Be Dependable: Meet commitments and provide reliable support to customers.
  • Team: Work collaboratively with colleagues and stakeholders to achieve common goals.
  • Financial: Understand commercial and financial aspects and make informed decisions.
  • Resource Scheduling: Manage time effectively and prioritize tasks to meet deadlines.
  • Customers: Deliver exceptional customer experiences and ensure customer satisfaction.

Competencies Required:

  • High Performing Support and Sales Consultant: Demonstrate exceptional customer service and sales skills.
  • Willing to Learn and Become Expert: Develop knowledge and skills in new systems and processes.
  • Digitally Savvy: Proficient in various communication channels and digital tools.
  • Higher Education Levels: Hold a degree in a relevant field.
  • Experience: Preferably in the automotive and modern luxury industry.
  • Beneficial Salesforce Experience: Familiarity with Salesforce is beneficial but not essential.
  • High Performing Team Member: Demonstrate a team player attitude and contribute to driving customer service excellence.
  • Operational Excellence: Focus on delivering exceptional customer experiences and driving operational excellence.
  • High EQ, High/Excellent Written and Verbal Skills, Problem Solving, Agile, Self-Driven: Demonstrate exceptional communication and problem-solving skills.
  • Excellent Communicator and Listening Skills: Provide clear and effective communication and listening skills.
  • Financial Focus: Understand commercial and financial aspects and make informed decisions.
  • Innovation and Improvement: Strive for continuous improvement and drive innovation.


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