Customer Service Representative

About WNS

WNS, now part of Capgemini, is a prominent global firm specializing in business process management and digital transformation. Leveraging deep expertise across industries combined with AI, analytics, automation, and cloud solutions, the company supports organizations in enhancing operational efficiencies, improving customer experience, and driving business growth.

Position Overview

We are seeking motivated and customer-oriented Customer Service Associates for our Pune location. This full-time role involves managing customer interactions via voice and chat in a professional manner to address inquiries, resolve issues, and deliver outstanding service. This opportunity is open to fresh graduates as well as candidates with up to two years of relevant experience.

Key Responsibilities

• Handle inbound and outbound communication with customers through phone, email, chat, or other channels.
• Provide timely, accurate responses to customer questions and concerns.
• Resolve complaints and escalate complex issues when necessary.
• Maintain comprehensive and accurate records of all customer interactions and transactions.
• Provide detailed information regarding products, services, and procedures.
• Adhere to company policies, quality benchmarks, and customer service standards.
• Achieve individual and team performance goals.
• Collaborate with internal departments to ensure prompt resolution of issues.
• Establish and nurture strong positive relationships with customers.

Candidate Profile and Qualifications

• Graduation or completion of Higher Secondary Certificate (HSC) with a minimum of one year BPO experience preferred.
• Excellent English communication skills, both verbal and written.
• Basic computer skills with knowledge of MS Office applications.
• Strong problem-solving and interpersonal abilities.
• Ability to thrive in a dynamic and fast-moving work environment.
• A customer-focused approach combined with eagerness to learn and grow.

Preferred Experience

• Up to two years in customer service, support, BPO, call center, or similar roles.
• Freshers demonstrating strong communication capabilities are encouraged to apply.

Compensation and Work Conditions

• Competitive salary along with performance-based incentives, where applicable.
• Based in Pune with rotational shift timings.
• Work schedule comprises five working days per week, including two rotational weekly off days.

Benefits and Opportunities

• Attractive pay and incentive structure.
• Comprehensive training and ongoing career advancement prospects.
• Supportive work atmosphere fostering professional growth.
• Potential for upward mobility within the company's organizational hierarchy.