Wipro Hiring Associate Content Moderation in Bengaluru

Job Description

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

Key Responsibilities

• Manage transactions to the required quality standards
  • Handle all incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user details such as name, department, contact information and the nature of the problem
  • Update your availability in the RAVE system to support process productivity
  • Track and document all queries, problem-solving steps and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries within the contractual SLAs
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn relevant product details to improve client interactions and troubleshooting
  • Analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents to speed up customer resolution times
  • Flag serious issues and escalate them 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 strong customer service through diagnosis and troubleshooting
  • Diagnose client questions and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Troubleshoot all client queries in a friendly, courteous and professional manner
  • Keep logs and records of customer queries according to 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 clearly and appropriately with listeners in each situation
  • Make scheduled callbacks to record feedback and confirm compliance with contract and SLAs
• Build capability for operational excellence and high service levels
  • Complete product trainings to stay current with features, changes and updates
  • Enroll in product-specific and other trainings based on client requirements
  • Work with team leaders to identify training themes and learning gaps
  • Keep your job knowledge current 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.