Sr. Customer Service Representative with German

Employer: WNS Global Services
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 29.11.2022
    Short company description

    WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.


    WNS Romania is a leading provider of end-to-end BPM solutions in Europe. We are strategic partner to our clients for delivering a full range of basic to complex business processes.
    We understand European business while maintaining a global context. We have stood by this statement since our inception in 2008.

    Our core capabilities are around German, Italian, Spanish, French, English languages across F&A, Procurement and Customer Service Interaction Services. We have over 11 clients and more than 450 employees across multiple industries like: Insurance, Travel & Leisure, Manufacturing, Market Intelligence, Music & Entertainment and Specialty Minerals.

    We are most admired for our people, partnership approach, performance and domain expertise.

    Requirements

    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.

    Qualifications

     Ideal candidate for the Customer Service with German position:

    • Outstanding communication skills, both written and verbal
    • Demonstrated ability to handle multiple tasks
    • Excellent time management skills
    • Minimum of one (1) year of contact center and customer relationship management experience as evidenced by applicable documentation
    •  Mix of 12-24 months of prior work experience in one or more  GDS
    •  Ability to follow set instructions and process steps
    • Attention to detail
    • Basic customer service etiquettes
    • Proficiency in computer skills
    • Flexibility to work in shifts


    Additional Information

    Our offer:

    • Bonuses for your results;
    • A friendly atmosphere and a multinational environment.
    • Meal tickets (15 RON/Day);
    • Wide range of development and training options (including soft skills and language courses);
    • Medical coverage;
    • Bookster and Benefits Online for you to enjoy your hobbies.
    Job Description

    RESPONSIBILITIES

    • Act as a single point of entry for all calls and cases related to:
    • Telephone support for our business customers
    • Advice on travel products such as flights, trains, rental cars, hotels via different tools.
    • Assistance to travelers during unexpected travel difficulties, e.g. flight delay, bad weather, etc.
    • After-sales support for customer inquiries, e.g. cancellation, complaints, rebooking
    • Receiving, updating and/or logging all requests
    • Routing the case to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution
    • Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual

    Responsibilities

    Job Description

    RESPONSIBILITIES

    • Act as a single point of entry for all calls and cases related to:
    • Telephone support for our business customers
    • Advice on travel products such as flights, trains, rental cars, hotels via different tools.
    • Assistance to travelers during unexpected travel difficulties, e.g. flight delay, bad weather, etc.
    • After-sales support for customer inquiries, e.g. cancellation, complaints, rebooking
    • Receiving, updating and/or logging all requests
    • Routing the case to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution
    • Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual