Senior. Associate - Operations

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Conduct outbound customer satisfaction surveys to assess the quality of service received from retail partners.
• Verify, update and maintain accurate customer information and contact details.
• Capture and maintain customer lifestyle, leisure and personal interest information to support customer engagement initiatives.
• Obtain and record customer service ratings and feedback following retailer interactions.
• Identify, document and escalate customer complaints to the Customer Relations Centre (CRC) for resolution.
• Provide first-line support on systems and processes, resolving queries effectively and minimising unnecessary handovers.
• Consistently demonstrate and champion the Customer First and Modern Luxury principles in every customer interaction.
• Take ownership of customer queries and proactively resolve issues to deliver a seamless customer experience.
• Deliver warm, genuine and meaningful customer interactions while respecting each customer's time and individual circumstances.
• Actively listen to customer needs, ensuring a clear understanding of their concerns and resolving them correctly the first time.
• Maintain high levels of data integrity by ensuring all customer information is complete, accurate and up to date.
• Achieve outbound contact targets and key performance indicators (KPIs) while maintaining exceptional service standards.
• Accurately record all customer interactions, actions and outcomes on designated client systems.
• Ensure all customer communications align with individual preferences and preferred communication channels.
• Adhere to established processes, service standards and compliance requirements at all times.

Qualifications

• Grade 12 is essential
• Minimum 1 year Call Centre experience

Additional Information