Wipro Content Moderator Jobs in Bengaluru - Apply Now

Job Description

The purpose of this role is to give effective technical support to the process and resolve client issues directly or through timely escalation, so that process SLAs are met.

Responsibilities

• Support the process by managing transactions to the required quality standards
  • Handle incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user details, including name, department, contact information and the nature of the issue
  • Update your availability in the RAVE system to keep the process productive
  • Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries within the SLAs defined in the contract
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn relevant product details to improve client interaction and troubleshooting
  • Review call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents to speed up customer resolution
  • Identify red flags and escalate serious issues to the team leader when resolution is delayed
  • Make sure product information and disclosures are shared with clients before and after calls or emails
  • Comply with service agreements to avoid legal challenges

Deliver excellent customer service through effective diagnosis and troubleshooting

• Diagnose client queries and guide users through step-by-step solutions
• Help clients navigate product menus and understand product features
• Troubleshoot all queries in a user-friendly, courteous and professional manner
• Keep logs and records of customer queries as per standard procedures
• Process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and their business
• Communicate ideas clearly and appropriately to listeners and situations
• Make scheduled call backs to record feedback and confirm compliance with contract and SLAs

Build capability to ensure operational excellence and maintain high customer service levels for the account

• Complete product trainings to stay current with features, changes and updates
• Enroll in product-specific and other trainings as required or recommended by the client
• Work with team leaders to identify training themes and learning gaps
• Build job knowledge through self-learning and professional networks

Performance Measures

• Process: Number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback
• Self-management: Productivity, efficiency, absenteeism, training hours and number of technical trainings completed