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 Wipro Recruitment 2022
Associate
Wipro
Job Location : mumbai
Wed Jul 27 2022

Qualification : Any Degree
Full Time
Salery : As per company standard

About Company
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 220,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.


Job Description

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.

Do

  1. Support process by managing transactions as per requiredquality standards
    1. Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
    2. Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
    3. Update own availability in the RAVE system to ensureproductivity of the process
    4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    5. Follow standard processes and procedures to resolve all clientqueries
    6. Resolve client queries as per the SLA’s defined in thecontract
    7. Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
    8. Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
    9. Document and analyze call logs to spot most occurring trends toprevent future problems
    10. Maintain and update self-help documents for customers to speedup resolution time
    11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
    12. Ensure all product information and disclosures are given toclients before and after the call/email requests
    13. Avoids legal challenges by complying with service agreements
  2. Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
    1. Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
    2. Assist clients with navigating around product menus and facilitate better understanding of product features
    3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
    4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
    5. Accurately process and record all incoming call and email usingthe designated tracking software
    6. Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
    7. Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
    8. Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs
  3. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
    1. Undertake product trainings to stay current with productfeatures, changes and updates
    2. Enroll in product specific and any other trainings per clientrequirements/recommendations
    3. Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
    4. Update job knowledge by participating in self learningopportunities and maintaining personal networks

Skills Required

  • Process Knowledge – Knowledge of assigned process, tools and systems
  • Behavioral Competencies Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication
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