Client Services Associate

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 substantial business value to over 400 clients worldwide by merging operational excellence with profound domain expertise across various key industry sectors, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel, and Utilities. Our dedicated team of over 44,000 professionals operates from 60 delivery centers across 16 countries globally.

Established in 2012, WNS China has been providing a comprehensive range of BPM services, emphasizing language 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 Us?
At WNS, our mission is to empower clients to excel through our commitment to service and innovation. Central to each client relationship is our dedication to understanding their business and crafting impactful solutions that enhance agility and excellence in their operational processes. Our promise of exceptional performance is rooted in our extensive domain expertise, collaborative approach, and global delivery framework.

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

Job Responsibilities

Overview of Role:

§ Provide helpdesk assistance and resolve issues to ensure user satisfaction.
§ Support users in completing outstanding tasks.
§ Deliver necessary system training tailored to client requirements.
§ Record and monitor all application and incident requests in the designated system until resolution.
§ Conduct System User Acceptance Testing (UAT) and provide timely feedback to the development team while keeping Documentation Process Manuals (DPMs) updated.
§ Regularly report the status of all issues to the team lead and client, including received, pending, and resolved matters.
§ Effectively manage most functional issues and escalate incidents to the development team promptly.
§ Operate with minimal supervision to oversee daily tasks and meet established deadlines.
§ Ensure all tasks are executed in line with performance targets and adhere to Service Level Agreements (SLAs).
§ Maintain accuracy, efficiency, and organization in daily responsibilities.
§ Exhibit adaptability in learning new processes, concepts, and skills.
§ Demonstrate the ability to collaborate effectively within a team.
§ Possess strong analytical skills and a quick learning ability.
§ Comply with all client policies, procedures, and any legal and regulatory obligations applicable to the company.

Working Conditions

Client holidays are observed instead of local holidays.
§ Must be a cooperative team player.
§ Ensure responsibility and precision in completing assigned tasks.

Required Knowledge:

§ Exceptional oral and written communication skills in Japanese are essential.
§ Proficiency in written English is preferred.

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