China - Associate - Customer Support

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. With a commitment to delivering business value to over 400 clients worldwide, WNS integrates operational excellence with profound industry knowledge across various sectors, including Banking and Financial Services, Consulting, Healthcare, Insurance, Manufacturing, Retail, and Telecommunications. The organization boasts a workforce of more than 44,000 professionals across 60 delivery centers in 16 countries.

Established in 2012, WNS China has been providing a comprehensive range of BPM services, specializing in language capabilities such as Mandarin, Cantonese, Thai, Japanese, Korean, and Bahasa Indonesian. The company caters to markets in China, Hong Kong, Singapore, Korea, Japan, Taiwan, Thailand, and Indonesia.

Why Join WNS?

At WNS, our mission revolves around empowering clients to excel through our dedication to service and innovation. We prioritize understanding our clients' businesses to develop impactful solutions that enhance agility and excellence in their operations. Our commitment to outperformance is rooted in our extensive domain expertise, collaborative approach, and global delivery capabilities.

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

Job Responsibilities

The role involves:

  • Handling incoming calls and responding to customer inquiries via email.
  • Adhering to established processes for rebooking, cancellations, schedule changes, and other customer requests.
  • Providing customers with accurate and timely information regarding their bookings.
  • Ensuring complete ownership of customer interactions until resolution.
  • Updating relevant systems with necessary notes and information.
  • Managing the placement of PNRs into appropriate data queues for further processing.
  • Collaborating with various departments to address customer issues effectively.
  • Monitoring and managing assigned queues to ensure timely action.
  • Issuing e-ticket confirmations to customers.
  • Identifying issues for escalation and coordinating with the relevant teams for resolution.
  • Striving for end-to-end resolution of customer concerns.
  • Meeting team and individual performance targets.
  • Providing feedback on potential operational improvements to team leadership.
  • Engaging with team leads and training personnel to enhance skills.
  • Participating in team meetings and one-on-one sessions.
  • Understanding team objectives and their connection to broader market operations.

Qualifications

The ideal candidate will possess:

  • A graduate degree is preferred; non-graduate candidates may be considered with appropriate approvals.
  • Proficiency in the language required by the operational team.
  • Familiarity with computerized accounting systems/tools (SAP/Oracle) is advantageous.

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