Account Services Team Lead

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to clients" complex digital transformation requirements. With a vast portfolio of capabilities in consulting, design, engineering, and operations, we assist clients in achieving their most ambitious goals and establishing sustainable, future-ready businesses. Our global presence spans over 65 countries, with a team of over 230,000 employees and business partners committed to supporting customers, colleagues, and communities in an ever-evolving world. For more information, please visit www.wipro.com. The role's purpose is to offer efficient technical support to the process and proactively resolve client issues either directly or by escalating them promptly to meet process SLAs. Responsibilities include: - Managing transactions to required quality standards to support the process - Handling all incoming help requests from clients courteously via telephone and/or emails - Documenting essential end-user identification information and problem details - Updating availability in the RAVE system to ensure process productivity - Recording, tracking, and documenting all queries received and resolutions - Following standard processes and procedures to address client queries within defined SLAs - Accessing and updating internal knowledge bases to aid in effective problem resolution - Identifying and learning product details for better client interaction - Analyzing call logs to identify trends for proactive problem prevention - Maintaining self-help documents for customers to expedite issue resolution - Escalating serious client issues to Team Leader when necessary - Providing excellent customer service through effective diagnosis and troubleshooting - Guiding clients through step-by-step solutions and product navigation - Recording and processing all customer queries accurately - Offering alternative solutions to retain customer business - Communicating effectively with clients and team members - Undertaking product trainings to stay updated with features and updates - Collaborating with team leaders to enhance client service through training and learning initiatives - Participating in self-learning opportunities to update job knowledge and maintain personal networks Key Performance Parameters: - Number of cases resolved per day, compliance to process and quality standards, SLA adherence, Customer feedback - Productivity, efficiency, absenteeism, Training Hours, Technical training completion Mandatory Skills: Retail Banking (Card Operations) Experience: 1-3 Years Join us at Wipro and be a part of our journey to reinvent and transform. We are looking for individuals who are inspired by reinvention, both professionally and personally. Embrace change and evolve with us as we navigate through a dynamic business landscape. Come to Wipro and realize your ambitions in an environment that encourages continuous growth and reinvention. Applications from individuals with disabilities are encouraged and welcomed.,