Wipro Hiring Associate in Pune, Maharashtra - Apply Now

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

• Support the process by managing transactions to the required quality standards
  • Take all 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 problem.
  • 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 the relevant product details to support better client interaction and troubleshooting.
  • Analyze call logs to spot recurring trends and prevent future problems.
  • Maintain and update self-help documents for customers to shorten resolution times.
  • Flag serious issues and escalate them to the Team Leader when resolution is delayed.
  • Make sure clients receive all product information and disclosures 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.
  • Handle all queries in a user-friendly, courteous and professional manner.
  • Keep logs and records of customer queries according to standard procedures.
  • Accurately process and record every incoming call and email using the designated tracking software.
  • Offer alternative solutions where appropriate to retain customers and their business.
  • Communicate clearly and tailor messages to the listener and situation.
  • Follow up with scheduled call backs to collect feedback and confirm compliance with contract SLAs.
• Build capability to ensure operational excellence and maintain high service levels for the existing 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 that help serve the client better.
  • Keep your job knowledge current through self-learning and professional networks.

Performance Measures

Process: 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.