WNS

Associate - Operations

San Jose, NA, Costa Rica · Remote (restrictions not stated) · Full-time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

Roles & Responsibilities:

Role involves handling inbound calls from customers/agents to resolve queries on their accounts.
Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers/Agents.
Should meet/exceed business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process.
Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
Should be willing to work from office or Hybrid as specified by business / process.

Skills required:

Solutions mind-set, helping nature, passion to drive excellent customer experience.
Ability to adapt self with the team in-case of adversity, business challenges/requirement.
Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision.
High proficiency in verbal and written English (a neutral accent is preferred as customers are based in the US).
Strong ability to multi-tasking.
Efficient in internet, computer usage, typing and web-based application skills.
High attention to detail and accuracy.
Essential: Numeracy, Products & Telephone etiquette

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