Lead Associate - Operations at WNS Global Services

Centurion, Gauteng, South Africa -

Full Time

Start Date

Immediate

Expiry Date

29 Jul, 26

Salary

0.0

Posted On

30 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Lead Qualification, Sales Management, Data Accuracy, Communication, Problem Resolution, Process Support, Portuguese Language, Customer Handling, Performance Tracking, Stakeholder Management

Industry

Business Consulting and Services

Description

Company Description WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact. Job Description LEAD TO SALES MANAGEMENT Ability to build desire and instill the expectation of pleasure and delight Lead qualification, understanding of customers needs and desires and the matching of vehicles and accessories to meet the customer’s needs Handling of and responses to lead to sales queries; without unnecessary hand-overs if possible Be an active participant in support of a high performance and effective support Team Interact with Teams, all stakeholders and 3rd Parties, to resolve queries and issues reported, efficiently, effectively and quickly Ensure unimpeded sales processes and act quickly on process alerts to recover or progress deals by actively proposing suitable, alternative options\ Track issues and do follow-ups to ensure complete and successful resolution Communicate with the Team to share information (Participate in meetings for the Team to track and manage performance, share information and manage issues) Actively attend all training and knowledge development opportunities, to expand personal capabilities Request assistance to develop knowledge of companies products, technologies, systems and processes, as well as improving customer handling skills Provide 1st line systems and process support (without unnecessary hand-overs to other parties) Personally demonstrate the JLR Customer First and Modern Luxury principles Do the effort so the customer does not have to worry Provide a warm, sincere, meaningful contact and conversation; being respectful of the customer’s time and circumstances Listen (to understand and get it first time right), and acknowledge Ensure optimal data completeness and accuracy Comply with inbound and outbound targets and contact KPIs in all enquiries, issues, actions and tasks Accurately records all interactions, information and actions on the designated JLR systems Always align with the customers preferences and communication channel requirements Qualifications Grade 12 2 years Customer Service Experience in a contact centre environment Both written and verbal command of Portuguese

Responsibilities

The Lead Associate will manage lead qualification and sales queries while ensuring high-quality customer interactions and process efficiency. They are responsible for tracking issues, resolving queries, and maintaining accurate records within the company's systems.