Associate - Operations

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

• To provide support through these channels: inbound calls, chat bots, email.
• To provide responses to customers based on the procedures, technical manuals, specifically for their line of products on: “Diabetes Care”.
• To identify potential clients once the Associates, send relevant information on their products on Diabetes Care.
• Internal interactions: sales force team, marketing, general Services.- Inbound/outbound call handling of Insulin Delivery System (IDS) and Continuous Glucose Monitoring (CGM) calls, which cover general questions about the products, processing free of charge Accu-Chek commitment orders, queries, handling service dissatisfactions, complaint handling and processing Accu-Chek, Diabeloop and Dexcom product replacement whenever indicated in the Troubleshooting guides

• Academic Background: University studies level of Licenciatura.
• Knowledge of Microsoft Office packages: Word, Excel, PowerPoint.
• Soft skills requirements: Excellent communication skills are a must, knowledge of technical words related with pharmaceutical industry.
• CRM knowledge, ability to handle phone calls, empathetic, customer service oriented, proactive person, must be a team player.
• French skills: Proficient knowledge (B2).
• English skills: Upper Intermediate knowledge (B2).
• Background experience: Contact Center Industry (min. of 2 years)
• Pharma Industry: at least 1 year working in related areas.