Senior Associate - Operations

WNS Holdings; Nashik District; On-site; INR 350,000 - 520,000; Full time

Job summary

WNS Holdings is seeking a dedicated Order Management Process Specialist to support US customers via voice interactions. You will manage order inquiries, tracking, and issue resolution while ensuring accurate data capture and smooth order processing.

You will collaborate with sales, logistics, and finance to resolve issues promptly, maintain records, and stay updated on product knowledge and company policies. Flexibility for evenings/weekends is required.

Qualifications

• Graduation in any discipline.
• Strong verbal and written English communication.
• Ability to handle customer interactions with empathy and patience.

Responsibilities

• Provide exceptional support to US customers via voice interactions.
• Handle order inquiries, tracking, and issue resolution.
• Assist customers with navigating the order management form and data capture.

Skills

Communication skills

Empathy

Problem solving

Attention to detail

Customer service mindset

Adaptability

Education

Any graduate

Tools

Salesforce Platform

Dial Pad/Avaya

Job description

Role & responsibilities

• We are seeking a dedicated and customer-focused Order Management Process Specialist to join our team, providing exceptional support to our US customers through voice interactions.
• As a specialist in order management, you will play a crucial role in ensuring a seamless customer experience, assisting with order inquiries, tracking, and issue resolution.
• Handle outbound customer calls related to order inquiries, modifications, cancellations, and general product information.
• Assist customers with navigating through the order management form, ensuring accurate information is captured to process the orders
• Provide exceptional service by actively listening to customers' needs, empathizing with their concerns, and providing effective solutions in a professional manner.
• Collaborate with cross-functional teams such as sales, logistics, and finance to address customer inquiries and resolve issues promptly.
• Maintain accurate and up-to-date records of customer interactions, transactions, and issue resolutions in the system.
• Identify opportunities for process improvements and customer service enhancements to optimize the order management experience.
• Stay up-to-date with product knowledge, company policies, and industry trends to effectively address customer queries.
• Follow established guidelines for handling sensitive customer information and maintaining data privacy and security.
• Strong communication skills with a clear and professional voice tone.
• Proficiency in using Salesforce Platform and Dial Pad/Avaya Phone systems.
• Excellent problem-solving skills and ability to think critically in high-pressure situations.
• Empathetic and patient approach when interacting with customers, maintaining a positive attitude.
• Strong attention to detail and accuracy in recording and conveying information.
• Ability to adapt to changes in processes and technology and learn quickly.
• Familiarity with US customer service standards and cultural nuances.
• Availability to work flexible hours, including evenings and weekends as needed.

Qualification - Any graduate