Senior Associate - Operations Job in Wns Global Service

Job Description Answer incoming calls and respond to customer queries Research and resolve customer issues using the tools and applications provided Identify and escalate issues to supervisors wherever necessary Document all calls as per the standard operating procedures Follow up on customer calls wherever necessary Identify and escalate to management any deviations observed in the call trends Maintain expected Quality Targets Must ensure the Average Handling Time, Average Speed of Answer and Answer Rate targets are met Meet internal Production, Utilization and Productivity target Qualifications Graduate from a recognized university Proficient in computer applications Knowledge of customer service practices Excellent listening, verbal and written communication skills Good logical, analytical and problem solving abilities Attention to detail and accuracy Good interpersonal skills and strong client focus Ability to communicate clearly, concisely and effectively Life insurance/claims processing knowledge preferred