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

Key Responsibilities

• Respond professionally to enquiries from customers, retailers, agents and colleagues to understand their needs, build strong relationships and identify sales opportunities.
• Deliver first-line system and process support, taking ownership of queries and resolving issues efficiently with minimal handovers.
• Consistently demonstrate Customer First and Modern Luxury principles in all interactions.
• Provide a warm, sincere and professional customer experience, while respecting each customer's time, preferences and individual circumstances.
• Actively listen, understand customer requirements and ensure issues are resolved correctly the first time.
• Maintain high levels of data accuracy and completeness across all systems and records.
• Achieve inbound and outbound service targets, productivity measures and key performance indicators (KPIs).
• Accurately capture and maintain all customer interactions, actions and information on the relevant systems.
• Adapt communication methods to align with customer preferences and preferred communication channels.
• Ensure every interaction reflects a commitment to exceptional service, efficiency and customer satisfaction.

Qualifications

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