Customer Service Expert with Process Improvement Focus

7 days ago


Noida, Uttar Pradesh, India WNS Full time
Job Overview

We are seeking a skilled Customer Service Representative to join our team at WNS. This role will play a crucial part in ensuring the efficient operation of our Contact Center, delivering exceptional customer service, and driving business growth.

About the Role

This is a challenging and rewarding position that requires a strong understanding of customer service principles, process improvement techniques, and effective communication skills. The successful candidate will be responsible for providing expert guidance, support, and training to customer service representatives, monitoring and evaluating their interactions with customers, and identifying areas for process improvement within the contact center.

Key Responsibilities:
  • Product and Service Knowledge: Develop and maintain an in-depth understanding of our company's products and services, staying updated on changes, updates, and new offerings.
  • Training and Development: Design and deliver training programs for new and existing customer service representatives, creating training materials, manuals, and resources to facilitate learning.
  • Quality Assurance: Monitor and evaluate customer service representative interactions with customers for quality and adherence to established protocols, providing feedback and recommendations for improvement.
  • Issue Resolution: Assist customer service representatives in resolving complex customer issues and escalations, collaborating with other departments to address systemic issues affecting customer satisfaction.
  • Process Improvement: Identify areas for process improvement within the contact center, proposing and implementing solutions to enhance efficiency and customer service quality.
  • Reporting and Analytics: Generate reports and analyze data related to customer service performance, identifying trends, patterns, and areas needing improvement.
Requirements:

To succeed in this role, you will need:

  • A strong background in customer service, preferably in a contact center environment.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and management.
  • Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.
  • A keen eye for detail and ability to prioritize tasks effectively.
  • The ability to work in a fast-paced environment and meet deadlines.
Salary Range:

$55,000 - $70,000 per annum, depending on experience and qualifications.

Benefits:

We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, paid time off, and professional development opportunities.



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