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.

Roles & Responsibilities:

• Respond promptly to customer complaints, comments, and messages on various social media/survey platforms.
• Provide empathetic and professional responses to address customer concerns and resolve issues effectively.
• Liaise with relevant departments within the company to resolve complex customer issues.
• Maintain a positive brand image through courteous and helpful interactions with customers.
• Identify recurring issues and provide feedback to the appropriate teams for process improvement.
• Document customer interactions and resolutions accurately in the relevant system.
• Care about customer’s privacy
• Should deliver the required goals in line with scope of work
• Should be ok with working in 24* 7 environment from office, spilt offs and rotational shifts.

Skills required:

• Strong customer service skills with ability to manage queries while being courteous and professional in manner.
• Solutions mind-set, helping nature, passion for the customer and the customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.
• Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision.
• Excellent Communication skills – verbal and written. Fluent proficiency & comprehension in English is required on written skills.
• Strong ability to multi-task while effectively communicating with the customers with empathy.
• Efficient in internet, computer usage, typing and web-based application skills.
• Attention to details.

Graduate

Band A3 - Experience of minimum 2 years of Customer experience/Service is a required, with some experience in social media complaints handling. SVAR/ Writex score of 58 is required