Sr Associate - Operations

Job Description: As a customer service representative at WNS (Holdings) Limited, your primary responsibility will be to answer incoming calls and address customer queries efficiently. You will be required to research and resolve customer issues using the tools and applications provided by the company. It is essential to document all calls following the standard operating procedures and escalate any issues to supervisors when necessary. Additionally, you will need to follow up on customer calls, identify deviations in call trends, and maintain expected Quality Targets. Meeting internal Production, Utilization, and Productivity targets will also be a key part of your role. Key Responsibilities: - Answer incoming calls and respond to customer queries promptly - Research and resolve customer issues using provided tools and applications - Identify and escalate issues to supervisors as needed - Document all calls according to standard operating procedures - Follow up on customer calls when required - Identify and escalate any deviations in call trends - Maintain expected Quality Targets - Ensure Average Handling Time, Average Speed of Answer, and Answer Rate targets are met - Meet internal Production, Utilization, and Productivity targets Qualifications: - Graduate from a recognized university - Proficient in computer applications - Knowledge of customer service practices - Excellent listening, verbal, and written communication skills - Good logical, analytical, and problem-solving abilities - Attention to detail and accuracy - Good interpersonal skills and strong client focus - Ability to communicate clearly, concisely, and effectively - Life insurance/claims processing knowledge preferred,