China - Client Support Associate - CIS

2 months ago

Dalian, Liaoning, China WNS Full time

Company Overview

WNS Global Services Inc. (NYSE: WNS) stands as a premier leader in Business Process Management (BPM) on a global scale. We deliver significant business value to over 400 clients worldwide by merging operational excellence with profound domain expertise across essential industry sectors, such as Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail, Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel, and Utilities. With a workforce exceeding 44,000 professionals, we operate from 60 delivery centers across 16 countries globally.

Established in 2012, WNS China has been proficiently providing a comprehensive range of BPM services, emphasizing capabilities in Mandarin, Cantonese, Thai, Japanese, Korean, and Indonesian (Bahasa). We cater to industry-specific needs across China, Hong Kong, Singapore, Korea, Japan, Taiwan, Thailand, and Indonesia.

Why Join Our Team?

At WNS, our core mission is to empower clients to excel through our dedication to service and innovation. Each client engagement is driven by our commitment to understanding their business and crafting impactful solutions that enhance agility and excellence in their processes. Our promise of superior performance is rooted in our extensive domain expertise, collaborative approach, and a robust global delivery network.

Our organizational mission is anchored by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, and Excellence.

Role Overview

As a Customer Service Associate, your responsibilities will include:

  • Handling incoming calls and responding to customer inquiries via email.
  • Adhering to established processes for rebooking, cancellations, schedule changes, and other customer requests.
  • Providing comprehensive information to customers regarding their bookings and any updates.
  • Ensuring each customer interaction is resolved satisfactorily.
  • Updating relevant systems with appropriate notes and information.
  • Managing the placement of PNRs into relevant data queues for further processing.
  • Collaborating with various departments to address and resolve customer issues.
  • Monitoring and acting on assigned queues to ensure timely responses.
  • Issuing e-ticket confirmations to customers.
  • Identifying issues for escalation and directing them to the appropriate team.
  • Striving for end-to-end resolution of customer concerns.
  • Meeting team and personal performance targets.
  • Providing feedback on potential operational improvements to leadership.
  • Engaging with team leads and participating in training to enhance skills.
  • Contributing to team meetings and understanding team objectives in relation to the broader market operations.

Qualifications

Work Experience:
- A graduate degree is preferred; candidates without a degree may be considered with appropriate approval.
- Proficiency in the language required by the operational team is essential.
- Familiarity with computerized accounting systems/tools (such as SAP or Oracle) is advantageous.

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