Wipro Hiring Associate - Order Management (Chennai)

Role Purpose

The role focuses on providing effective process and technical support while resolving client issues directly or through timely escalation. The objective is to ensure that service levels and process SLAs are consistently met.

Key Responsibilities

• Handle transactions in line with defined quality standards and process guidelines.
• Respond to client requests received through phone or email in a professional and courteous manner.
• Capture relevant user information including name, department, contact details, and issue description.
• Maintain availability updates in the RAVE system to support productivity.
• Record, track, and document all incoming queries along with troubleshooting steps and resolution status.
• Follow established procedures and processes to address client concerns.
• Resolve queries according to the SLAs specified in the client contract.
• Use internal knowledge bases, documentation, and FAQs to assist with effective issue resolution.
• Understand product features and details to improve troubleshooting and client interaction.
• Analyze call logs and recurring issues to identify trends and help prevent future problems.
• Create and maintain self-help documentation to reduce resolution time for customers.
• Identify critical issues and escalate them to the team leader when timely resolution is not possible.
• Ensure correct product information and disclosures are provided before and after interactions.
• Maintain compliance with service agreements and organizational policies.

Customer Support and Resolution

• Deliver customer service through accurate diagnosis and troubleshooting of client queries.
• Provide product assistance by guiding users through step-by-step solutions.
• Help clients navigate product menus and better understand product features.
• Resolve queries in a professional, user-friendly, and courteous manner.
• Maintain logs and records of customer interactions according to standard guidelines.
• Accurately process incoming calls and emails using designated tracking tools.
• Suggest alternative solutions when appropriate to retain customers and clients.
• Communicate information clearly according to the needs of the audience and situation.
• Conduct follow-up calls to gather feedback and ensure compliance with contractual SLAs.

Operational Excellence

• Support operational excellence while maintaining high service standards for assigned accounts.
• Participate in product training sessions to stay updated with new features and updates.
• Complete product-specific or client-required training programs.
• Collaborate with team leaders to identify training themes and learning requirements.
• Improve knowledge through continuous learning and professional networking.

Performance Metrics

• Number of cases resolved per day.
• Compliance with quality standards and defined processes.
• Achievement of process-level SLAs and customer feedback scores.
• Individual productivity, efficiency, attendance, and training completion.

Mandatory Skill: Order Management - Level 1.