Additionalinformation

Additional Information

Companydescription

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Jobdescription

Job Description

Key Responsibilities:

• Respond to Supplier Onboarding tickets (“Contact Us”) and support interactions captured in Pega.
• Provide navigation and process support across Ariba SLP and Relish.
• Guide suppliers through standard onboarding steps, form completion and documented data requirements.
• Conduct supplier walkthroughs for standard onboarding scenarios, including scheduled support where language or process assistance is needed.
• Provide basic field guidance when selection logic is documented and does not require interpretation of a non-standard business scenario.
• Resolve common invitation, access, login, navigation and form-completion issues.
• Provide onboarding status updates and explain the documented next action required to progress the request.
• Identify missing information and clearly communicate what the supplier needs to provide.
• Use approved knowledge, decision trees and scripts to provide consistent support across regions and languages.
• Escalate non-standard setup questions, urgent requests, stuck/problematic onboarding and issues requiring business-rule interpretation to Regional Tier 2 Supplier Onboarding.
• Capture complete ticket notes, issue category and disposition in Pega to support handoff quality, reporting and continuous improvement.

Qualifications

Ideal candidate for the Supplier Onboarding Support Agent with Spanish position:

• Fluent Italian and English (written and spoken).
• 1-3 years of experience in customer support, supplier enablement, shared services, service desk or a comparable high-volume support environment.
• Strong customer-service orientation and confidence supporting external suppliers as well as internal client requesters.
• Ability to become highly proficient in Pega, Ariba SLP and Relish; experience with enterprise workflow or supplier platforms is preferred.
• Strong written and verbal communication skills with the ability to explain process requirements simply and consistently.
• Ability to follow documented business rules, knowledge and escalation criteria without over-escalating standard questions.
• Strong documentation discipline and comfort working against ticket queues, SLAs, quality measures and productivity targets.

*Hybrid working model: 2 days per week from the office and 3 days per week working from home (WFH), in line with business requirements and company policy.