WNS Looking for Senior Associate – Operations at Greater Nashik Area Full Time

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.

Job Description

• We are seeking a dedicated and customer-focused Order Management Process Specialist providing exceptional support to our US customers through voice interactions.
• As a specialist in order management this is a crucial role in ensuring a seamless customer experience, assisting with order inquiries, tracking, and issue resolution.
• Responsibilities:- Handle outbound customer calls related to order inquiries, modifications, cancellations, and general product information.
• Assist customers with navigating through the order management form, ensuring accurate information is captured to process the orders
• Provide exceptional service by actively listening to customers’ needs, empathizing with their concerns, and providing effective solutions in a professional manner.
• Collaborate with cross-functional teams such as sales, logistics, and finance to address customer inquiries and resolve issues promptly.
• Maintain accurate and up-to-date records of customer interactions, transactions, and issue resolutions in the system.
• Identify opportunities for process improvements and customer service enhancements to optimize the order management experience.
• Stay up-to-date with product knowledge, company policies, and industry trends to effectively address customer queries.
• Follow established guidelines for handling sensitive customer information and maintaining data privacy and security.

Qualifications

• Qualifications:- Bachelor’s/Master’s degree preferred

Additional Information

• Proven experience in customer service preferred.
• Will be an additional advantage if experience is in an order management or e-commerce environment.
• Strong communication skills with a clear and professional voice tone.
• Proficiency in using Salesforce Platform and Dial Pad/Avaya Phone systems
• Excellent problem-solving skills and ability to think critically in high-pressure situations.-
• Empathetic and patient approach when interacting with customers, maintaining a positive attitude.
• Strong attention to detail and accuracy in recording and conveying information.
• Ability to adapt to changes in processes and technology and learn quickly.
• Familiarity with US customer service standards and cultural nuances.
• Availability to work flexible hours, including evenings and weekends as needed.