China - Customer Care Associate - CIS

2 months ago

Dalian, Liaoning, China WNS Full time

Company Overview

WNS Global Services Inc. (NYSE: WNS) stands as a prominent 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 industry knowledge across key sectors such as Banking, Financial Services, Consulting, Healthcare, Insurance, Manufacturing, Retail, Logistics, Telecommunications, and Utilities. With a workforce exceeding 44,000 professionals, we operate from 60 delivery centers across 16 countries.

Established in 2012, WNS China has been providing a comprehensive range of BPM services, emphasizing language capabilities in Mandarin, Cantonese, Thai, Japanese, Korean, and Bahasa Indonesia. Our industry-specific services cater to markets in China, Hong Kong, Singapore, Korea, Japan, Taiwan, Thailand, and Indonesia.

Why Join Our Team?

At WNS, we are dedicated to empowering our clients to excel through our commitment to service and innovation. Central to our client engagements is our aim to deeply understand their business needs and develop impactful solutions that enhance agility and excellence in their processes. Our promise of exceptional performance is rooted in our extensive industry expertise, collaborative approach, and global delivery capabilities.

Our organizational mission is guided by our core values: Client First, Integrity, Respect, Collaboration, Learning, and Excellence.

Position Overview

As a Customer Care Associate, your primary 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 updates.
  • Ensuring resolution of customer issues through effective communication and follow-up.
  • Updating relevant systems with accurate notes and information.
  • Managing the placement of PNRs into appropriate data queues for further processing.
  • Collaborating with various departments to address and resolve customer concerns.
  • Monitoring assigned queues and taking necessary actions.
  • Issuing e-ticket confirmations to customers.
  • Identifying issues for escalation and liaising with the appropriate teams.
  • Striving for end-to-end resolution of customer inquiries.
  • Meeting team and individual performance targets.
  • Providing feedback on potential operational improvements to leadership.
  • Engaging with team leaders and participating in training sessions to enhance skills.
  • Contributing to team meetings and understanding team objectives in relation to broader market operations.

Qualifications

  • Preferred educational background: Graduate (candidates not at graduate level must receive formal approval).
  • Proficiency in the required language for the operational team.
  • Familiarity with computerized accounting systems/tools (SAP/Oracle) is advantageous.

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