Lead Associate - Operations

- 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