Retail Operations Support & Sales Consultant

Company Description
WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to 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.

Globally, the group's over 41,000 Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, the UK, and the US. WNS South Africa has been in operation since [year] 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 over 1,000 people.

Why join us?
We promise our employees to experience role clarity, coaching and mentoring, professional development, and structured career paths through our 5 people promises, keeping employee experience at the core.

Experience the culture of outperformance, engagement, and 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.

Job Description

Main Purpose:
Provides support for and facilitates delivery of outstanding customer experiences, aligning with Customer First principles and a modern luxury approach, to achieve successful sales deals in a seamless, effortless Omni channel landscape.

Key Responsibilities

1. ENQUIRY & REQUEST MANAGEMENT
   Respond to enquiries from customers, retailers/agents, and colleagues to understand their requirements, build personal connections, and develop sales opportunities.
2. Provide 1st line systems and process support (without unnecessary hand-overs to other parties).
3. Personally demonstrate our client's Customer First and Modern Luxury principles.
4. Ensure optimal data completeness and accuracy, complying with inbound and outbound targets and contact KPIs in all enquiries, issues, actions, and tasks.
5. Accurately record all interactions, information, and actions on the designated JLR systems.

SYSTEM & PROCESS SUPPORT

1. Provide efficient and effective systems and process support to Retailers/Agents, colleagues, and all customers.
2. Interact with Teams, all stakeholders, and 3rd Parties to resolve queries and issues reported efficiently and effectively.
3. Track issues and do follow-ups to ensure complete and successful resolution.
4. Actively attend all training and knowledge development opportunities to expand personal capabilities.

TAKE OWNERSHIP AND KEEP IN CONTACT

1. Fulfil all commitments and provide promised feedback.
2. Post-sale follow-up calls.
3. Ensure a seamless customer journey.

DRIVE IMPROVEMENT

1. Participate in regular meetings to review KPIs and identify better ways of doing things.
2. Deliver continuous improvement to ways of work and service delivery excellence.

Qualifications

KEY SUCCESS CRITERIA FOR THE ROLE

1. Proactive, authentic, transparent, personalized, positive.
2. Team-oriented, supporting colleagues across the JLRSA Business.
3. Financial awareness.
4. Resource scheduling and time management.
5. Delivering outstanding customer experiences.

Competencies Required By The Role
High performing support and sales consultant with the ability to manage own performance and responsibilities.

Qualification:
Higher education levels.

Experience:
Preferably automotive and modern luxury. Salesforce Experience is beneficial but not essential.

Operational excellence:
High EQ, excellent written and verbal skills, problem-solving, agile, self-driven.

Financial focus:
Commerce and Finance savvy (within this role).

Innovation and improvement:
Strives for continuous improvement.