Overview
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
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Key Skills
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Education Requirements
- Any graduate degree
Eligible Batch Years
Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.
Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.
Company Details
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Websitewipro.com