Wipro is Hiring Associate-Labelling in Bengaluru, Karnataka

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
  • 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 interactions and troubleshooting
  • Analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents for customers to shorten resolution times
  • 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 questions 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 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 every situation
  • Make scheduled callbacks to record feedback and confirm compliance with contract SLAs

• Build capability to ensure operational excellence and high service levels for the account
  • Complete product training to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as client requirements recommend
  • 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 performance is measured by cases resolved per day, process and quality compliance, process-level SLAs, Pulse score and customer feedback. Self-management is measured by productivity, efficiency, absenteeism, training hours and technical training completed.

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