Account services-TL

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to clients" most intricate digital transformation requirements. With a workforce of over 230,000 employees and business partners spanning 65 countries, Wipro is committed to helping customers, colleagues, and communities thrive in a constantly evolving world. Role Purpose: The primary objective of this role is to offer efficient technical support to the process and proactively address client issues either directly or through prompt escalation to meet process SLAs. Responsibilities: - Manage transactions in line with the required quality standards to support the process - Handle all incoming help requests from clients courteously via telephone and/or emails - Document all relevant end-user identification details, including name, department, contact information, and nature of problem - Maintain updated availability in the RAVE system to ensure process productivity - Record, track, and document all queries received, problem-solving steps taken, successful and unsuccessful resolutions - Adhere to standard processes and procedures to resolve client queries - Resolve client queries as per the SLAs outlined in the contract - Access and update internal knowledge bases, resources, and FAQs for effective problem resolution - Familiarize with product details to enhance client interaction and troubleshooting - Analyze call logs to identify recurring trends and prevent future issues - Update self-help documents for customers to expedite resolution time - Identify and escalate critical client issues to the Team Leader in case of delayed resolution - Deliver exceptional customer service by diagnosing and troubleshooting client queries effectively - Provide product support and resolution by guiding users through solutions - Assist clients in navigating product menus and understanding features - Troubleshoot client queries in a user-friendly and professional manner - Maintain logs and records of customer queries as per guidelines - Process and record incoming calls and emails accurately using designated software - Offer alternative solutions to retain customer business - Communicate effectively and appropriately to listeners and situations - Follow up with customers to record feedback and ensure compliance to contract/SLAs Requirements: - Mandatory Skills: Retail Banking (Card Operations) - Experience: 1-3 Years Join Wipro to be a part of a modern reinvention where constant evolution and empowerment are key. Be inspired to reinvent yourself, your career, and your skills in a business powered by purpose. Applications from individuals with disabilities are encouraged and welcomed. Performance Parameter: - Process: Number of resolved cases per day, compliance to process and quality standards, meeting SLAs, Pulse score, Customer feedback - Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed Wipro is dedicated to empowering individuals to design their own reinvention and realize their ambitions. Come be a part of a business that embraces change and innovation.,