Senior Associate - Operations

As a Senior Associate - Operations at WNS Costa Rica, you will handle service calls and emails from customers, manage their inquiries related to reservations and ticketing, and assist them in booking flights, making changes, and processing cancellations. Your role also involves ensuring adherence to defined KPIs and SLAs while providing excellent customer service.

To be considered for the Senior Associate - Operations role at WNS Costa Rica, you should have 12 to 24 months of experience in the corporate travel sector, hands-on experience with GDS systems like Amadeus, and a solid understanding of international ticketing, exchanges, and refunds. Strong communication skills and attention to detail are also essential.

Yes, prior experience in customer service is required for the Senior Associate - Operations position at WNS Costa Rica. Candidates should have a background in handling customer inquiries, preferably in a corporate travel setting, to ensure a seamless experience for clients.

The work environment at WNS Costa Rica for a Senior Associate - Operations is dynamic and supportive. You'll collaborate with a diverse team, and the company emphasizes professional development, coaching, and a structured career path, making it an excellent place to grow your skills in the BPM industry.

As a Senior Associate - Operations at WNS Costa Rica, you should be flexible to work in shifts. Given the nature of the business and the requirement to provide consistent customer service, shift work is essential to meet our clients’ needs and operational demands.

When answering this question, think of a specific instance where you had to handle a difficult customer request or a problem that arose. Highlight how you maintained professionalism, assessed the issue, and worked towards a solution, ultimately ensuring customer satisfaction.

Discuss your hands-on experience with Global Distribution Systems, particularly Amadeus if applicable. Provide examples of how you used these systems to manage reservations, changes, and cancellations to illustrate your familiarity and proficiency.

Explain your approach to time management and prioritization. Provide details on strategies you employ to stay efficient, such as following scripts or guidelines, keeping detailed notes, and utilizing available resources to ensure quality service while maintaining productivity.

Talk about tools or techniques you employ for organization, like digital task lists, opting for software tools, or prioritizing requests based on urgency and deadline. Emphasize your attention to detail to manage various responsibilities effectively.

Share an approach that emphasizes listening to the customer, empathizing with their situation, and taking appropriate action. Illustrate how you would escalate an issue if necessary while ensuring the customer feels heard and valued.

You'll want to summarize your knowledge on international ticketing rules and the complexities involved in fare structures. If you have relevant scenarios where you applied these rules successfully, that would strengthen your response.

Choose a relevant experience where you identified a process that needed refinement, proposed a solution, and implemented it to enhance efficiency or service quality. Outline the positive outcomes of this change to demonstrate your contribution.

Express your belief that excellent customer service is about understanding customer needs, delivering timely and accurate information, and creating positive experiences. Use examples from your experiences to support your insights.

Discuss your adaptability and willingness to learn. Share an experience where you successfully incorporated new technology or changes in processes into your workflow and how it benefited your performance or service delivery.

Articulate your interest in WNS and how the company's values and mission align with your career goals. Highlight your passion for the travel industry, customer service, and your desire for professional growth to make a strong impression.