Associate Jobs at Wipro - Apply Now | ₹2-3LPA

Role Overview

The Associate role focuses on providing effective technical and customer support to clients, ensuring timely resolution of issues and adherence to process SLAs. This position requires strong communication skills, attention to detail, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Manage transactions in line with quality standards and process requirements.
• Respond to client requests via phone or email in a professional and courteous manner.
• Document customer details, issues, and resolutions accurately.
• Track and log all queries, troubleshooting steps, and outcomes.
• Follow standard procedures to resolve client issues within agreed SLAs.
• Maintain and utilize internal knowledge bases for problem resolution.
• Identify recurring issues and suggest preventive measures.
• Provide clients with complete product information before and after interactions.
• Offer alternative solutions to retain client business when appropriate.
• Participate in scheduled follow-ups to ensure customer satisfaction.
• Stay updated with product features, changes, and updates through training.

Performance Metrics

• Number of cases resolved per day.
• Compliance with process and quality standards.
• Meeting process-level SLAs.
• Customer feedback and Pulse score.
• Productivity and efficiency.
• Training hours and completion of technical training.

Mandatory Skills

Customer Service