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.

Function: Customer Service
Experience Level: Entry Level