Senior. Associate - Operations

Responsibilities

• Verify, update and maintain accurate customer information and contact details.
• Capture and maintain customer lifestyle, leisure and personal interest information to support customer engagement initiatives.
• Obtain and record customer service ratings and feedback following retailer interactions.
• Identify, document and escalate customer complaints to the Customer Relations Centre (CRC) for resolution.
• Provide first-line support on systems and processes, resolving queries effectively and minimising unnecessary handovers.
• Consistently demonstrate and champion the Customer First and Modern Luxury principles in every customer interaction.
• Take ownership of customer queries and proactively resolve issues to deliver a seamless customer experience.
• Maintain high levels of data integrity by ensuring all customer information is complete, accurate and up to date.
• Achieve outbound contact targets and key performance indicators (KPIs) while maintaining exceptional service standards.
• Accurately record all customer interactions, actions and outcomes on designated client systems.