China - Associate - CIS

5 months ago

Dalian, China WNS Full time

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.

WNS China - Established in 2012, has been delivering the full spectrum of BPM services with focus on Mandarin, Cantonese, Thai, Japanese, Korean, Indonesian (Bahasa) language capabilities
Provides industry-specific services to China, Hong Kong, Singapore, Korea, Japan, Taiwan, Thailand, and Indonesia

Why Join Us?

At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.

Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.

Job Description

Brief Job Description:

· Answering calls and responding to e-mails

· Following prescribed Etraveli processes, Rebooking, Cancellation, Schedule change, Name change, Luggage – EMD, Meals and Seats, Error messages on site, Service Packages, Etrack – Emails, XCL insurance, Insurance, Bag. Insurance, Bag on site, Seat on site, Monitor automated ticketing process, Handling rejected PNRs, WIAS fraud control, DX Transmit Sabre, Adding Infants and other core customer requests

· Providing customers with all requested information

· Providing customers with all relevant information regarding updates to bookings

· Owning each and every contact through to full resolution

· Updating all relevant systems providing appropriate notes where required

· Queue placements of PNR to relevant data queues for further action

· Liaise with all relevant departments to resolve customer issues : e.g. fulfillment and escalation desk

· Monitor and action assigned queues

· Provide e-ticket confirmations to customers

· Identify issues for escalation and pass to relevant team or person for resolution

· Strive to own and resolve customer issues end to end

· Perform all duties within team and personal targets

· Feedback any opportunities for operational or process improvements to Team Leads or above

· Engage with Team Leads, Training and QA to develop skills

· Participate and engage in one to one and team meetings

· Understand team goals and their relationship with the wider EU market operation

Qualifications

Work Experience (Mention No. of years):

§ Graduate (desirable, candidates not at graduate level to be formally approved by WNS operations)

§ Has good command of certain language required by operation team

§ Knowledgeable in any computerized accounting system/tools (SAP/Oracle) preferred

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