What are the responsibilities and job description for the Associate - Customer Service (Remote Opportunity – Full Time) position at WNS Global Services?
Company Description
WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400 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 44,000 Professionals serve across 60 delivery centers in 16 countries worldwide.
Our mission as an organization is guided by our CIRCLE of Values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.
Job Description
Role Summary
The role is responsible for delivering excellent customer service via mail / voice / chat mediums, with an objective to provide resolution to the customers according to the guidelines provided by the client. This profile will be based remotely (Work from Home).
Key Responsibilities
• Responsible for outstanding customer service via over Phone, Emails, Chat mediums
• Answers queries and provide resolutions in a respectful, helpful and responsive manner
• Takes action to provide client / customer delight being within established service standards
• Ability to present key points persuasively during verbal / non-verbal conversation, with an outcome of good customer reviews, repetition of the opportunity to service the customer
• Adjusts approaches and responses to reflect the urgency of situations and changing circumstances
• Is able to ethically upsell and cross sell a service / product to the customer
• Adherence to shift schedule, team meetings and training requirements
Qualifications
• Undergraduate with minimum six months international call center voice / data experience (Post Graduates, B.E./B.Tech with no Exp in BPO industry will not be eligible) /
• Graduate Freshers
Additional Information
Skills Required
• Excellent spoken / Verbal communication skills
• Excellent customer service skills
• Taking responsibility for customer satisfaction and loyalty
• Demonstrated ability to multi-task to handle a large call volume efficiently, as well as mental alertness
• Ability to respond quickly and effectively in a fast-paced environment
• Disciplined and resourceful to meet business demands in a structured, virtual call center environment
• Prior WFH experience will be an added advantage
Key Work From Home Requirements
• Infrastructure at home to place a desktop computer, comfortable sitting arrangement, quiet background (Low to No Noise)
• Stable internet connection (Broadband with Medium to High speeds- min.25mbps) along with adequate power backup is desirable
