Customer Service Agent with Italian - Constanta

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.

Our client is one of the Top 3 Business2Business Global Travel Distributor.
Powering global travel, our client provides easy access to a wide portfolio of accommodation options, transfers, and tours & activities to the travel industry working with some of the biggest and best online travel agents, tour operators, and traditional travel agents. Our client has succeeded in the business-to-business travel industry for nearly four decades.

PRIMARY OBJECTIVE:
To process hotel and service bookings and confirm new requests, amendments and cancellations as quickly, efficiently and accurately as possible.

Ideal candidate
- Excellent customer service skills
- Fluent in Italian
- Excellent problem solving skills with attention to details
- Excellent written and verbal communication skills
- High school degree and/or college degree
- Nice to have prior Contact Center/ travel industry experience

POSITION DUTIES AND RESPONSIBILITIES:

- To provide language customer support & transaction processing for B2B clients/travel agencies/travelers and/or partners, and end Customers
- To provide Customer Support of Bookings / Servicing of Bookings through all three channels � chat, email and phone for the following: amendments, cancellations, general queries from agents (contact center for outbound travel) and end user (Global support for OTR (On the road issues), reconfirmations, relocations, complaints
- To meet and exceed KPIs (AHT, quality, CSAT)
- To gain and maintain an accurate and up to date knowledge of hotel/service providers and accepted alternatives.
- To follow processes and policies
- To follow documentation standards
- Ability to work rotating shifts to cover the Departments operating hours.