Company Description
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.Job Profile:We are seeking a proactive and customer focused B2B Customer Service Specialist Deputy Manager to manage and enhance the experience of our business clients This role involves handling inquiries resolving issues and collaborating with internal teams to ensure seamless service delivery.The ideal candidate will have strong communication skills a problem-solving mindset and the ability to build lasting relationships with business customers.Responsibilities:
- Display good communication skills in influencing and Leadership skills in delivering good partner and customer experience while interacting with the internal teams and customer.
- Manages customer orders from inception to close; Provides Pricing and Delivery Information, enters orders into SAP confirms orders and delivery dates and follows up on all customer orders and inquiries while adhering to standard operating procedures.
- Generates Invoice corrections submits corrective action requests and processes return authorizations.
- Maintain accurate customer records and update CRM systems with relevant information.
- Support collaborate effectively with Multiple Teams across the business and communicate with the customers efficiently to deliver consistently high levels of service.
- Identify and escalate complex issues to appropriate departments while maintaining ownership until resolution.
- Collaborate with various teams across the business in identifying and giving resolutions to support tickets raised.
- Work independently and as part of the Customer Support Team handling multiple projects simultaneously from start to finish.
- Provide efficient and effective service to customers ensuring all internal KPIs are monitored and met and that the question of the customers is answered politely or expectations are managed.
- Take full ownership and accountability of the customers to ensure that their enquiry is fully answered or if appropriate escalated to the relevant department or partners.
- Champions continuous improvement to drive efficiency and productivity through recognizing areas of potential improvements to enable a more efficient way of working.
- Correctly and systematically use all systems tools and support provided by the organization according to the situations encountered in order to advise and service the customers.
Candidates Profile :
- Over 5 years of experience Prior experience in Customer Service and Sales Ability to put yourself in the shoes of the Customer and see the whole journey.
- SAP or other ERP systems and Salesforce experience a plus.
- Shows the ability to liaise across a wide range of people and roles including management partners and customers.
- Ability to trouble basic technical issues Strong attention to detail.
- Strong Written / Communication Skills.
- Shows ability to work under pressure.
- Good track record in a fast-paced environment.
- Adapts to change and prepared to learn from others.
- Flexible and adaptable with a can do attitude 9x5 work environment – Rotational shifts as per Geo served US and EMEA Passion for customer service & great listening skills.
- Strong problem-solving skills.
- Excellent time management Confident and articulate Results driven and self-motivated Typing speed minimum 30 wpm.
Qualifications
B.Com/ M.Com/ MBA Finance.Strong Understanding of Accounting principles GAAPIFRS.Proficiency in ERP systems SAP Oracle NetSuite or similar and Microsoft Excel.Excellent communication negotiation and stakeholder management skills.Analytical mindset with attention to accuracy and detail.Ability to meet tight deadlines and handle high volume transactions.
Additional Information
Role: - Client Facing / IC Role.Shift: - UK Shifts – 1:00 PM to 10:00 PM IST.Work Mode – Work From Office.
