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Remote Customer Service Advisor

Remote Part-time

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Experience Level

Experience

Qualifications

Minimum High School education or equivalent.

About the job

Varied Work Hours Available:

Evenings (Weekdays): 17:00 - 22:00 | 17:30 – 22:30

Mornings (Weekdays): 07:00 - 09:00

Saturday: 08:00 - 22:00 (Shifts of 6-12 hours available)

Sunday: 08:00 - 22:00 (Shifts of 6-12 hours available)

Night Shifts: 22:00 - 09:00 (Various patterns, Monday - Sunday)

Applicants must be available to work either Saturday or Sunday, including bank holidays.

Flexibility is essential during the training period, with up to 35 hours per week required.

Role Overview:

As a Customer Service Advisor, your primary responsibility is to deliver exceptional customer service to our clients. You'll handle incoming telephone inquiries promptly and professionally while adopting a proactive approach to claims management.

Your role will involve negotiating claims in accordance with Service Level Agreements (SLAs), ensuring adherence to high service standards and best practices.

Key Responsibilities:

  • Respond to calls and document conversations according to WNS procedures.
  • Manage inbound First Notice of Loss (FNOL) calls related to motor insurance claims, providing a calm and reassuring experience for customers.
  • Gather accurate information regarding incidents, vehicles, drivers, and third-party involvement.
  • Ensure compliance with industry regulations, internal policies, and data protection laws.
  • Evaluate urgency and escalate complex cases appropriately.
  • Effectively prioritize your workload and adhere to time management schedules.
  • Communicate clearly and professionally to manage customer expectations.
  • Exhibit empathy while efficiently supporting distressed customers following incidents.
  • Conduct necessary inquiries to negotiate settlements on customer claims.
  • Stay vigilant for indicators of fraudulent activity and report concerns per internal protocols.
  • Handle complaints in accordance with company policies.
  • Keep policyholders updated on the status of their claims through verbal and written communication.
  • Manage administrative tasks related to claims, including maintaining an organized claims portfolio.

About WNS (Holdings) Limited

WNS (Holdings) Limited (NYSE: WNS) is a premier Business Process Management (BPM) firm. We merge extensive industry knowledge with technological and analytical expertise to create innovative, digital-led transformational solutions for clients across ten industries. Our services empower businesses in sectors such as Travel, Insurance, Banking, Financial Services, Manufacturing, Retail, Shipping, Logistics, Healthcare, and Utilities to re-envision their digital futures and achieve operational excellence. With over 64,000 employees, we collaborate with more than 400 clients to bring their future visions to life.

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