Wipro Hiring Process Associate (Kolkata) | Apply Now

Wipro is a technology services and consulting company that helps clients with digital transformation across consulting, design, engineering, and operations.

Key Responsibilities

Support the process by managing 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, 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 problems effectively.
• Learn product details to support better client interaction and troubleshooting.
• Analyze 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 issues.

Deliver excellent customer service through diagnosis and troubleshooting

• Provide product support by diagnosing issues and guiding users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Keep logs and records of all customer queries as per standard procedures.
• 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 ideas clearly and appropriately for each listener and situation.
• Make scheduled callbacks to record feedback and confirm compliance with contract SLAs.

Build capability for operational excellence

• Complete product trainings to stay current with features, changes and updates.
• Enroll in product-specific and other trainings based on client requirements or recommendations.
• Work with team leaders to identify training themes and learning gaps that better serve the client.
• Keep your job knowledge current through self-learning and personal 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.

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