Job
Description
Wipro Limited is a leading technology services and consulting company, dedicated to creating innovative solutions that cater to the most complex digital transformation needs of clients. With a comprehensive portfolio of capabilities in consulting, design, engineering, and operations, Wipro helps clients achieve their boldest ambitions and develop sustainable businesses. With a workforce of over 230,000 employees and business partners spanning 65 countries, Wipro is committed to assisting customers, colleagues, and communities in thriving in an ever-evolving world. For further details, please visit www.wipro.com. Role Purpose: Your role involves providing effective technical support to the process, ensuring timely resolution of client issues either directly or through appropriate escalation to meet process SLAs. Responsibilities: - Support the process by managing transactions according to required quality standards. - Handle all incoming help requests from clients via telephone and/or emails in a courteous manner. - Document all relevant end-user identification information, such as name, department, contact details, and nature of the problem. - Keep your availability updated in the RAVE system to maintain process productivity. - Record, track, and document all queries received, along with the steps taken for problem-solving and the outcomes. - Adhere to standard processes and procedures to address all client queries. - Resolve client queries within the SLAs specified in the contract. - Utilize internal knowledge bases, resources, and frequently asked questions to assist in effective problem resolution. - Learn product details to enhance client interaction and troubleshooting. - Analyze call logs to identify recurring trends and prevent future issues. - Maintain and update self-help documents for customers to expedite resolution. - Identify and escalate serious client issues to the Team Leader in case of delayed resolution. - Ensure all necessary product information and disclosures are provided to clients before and after handling their requests. - Deliver exceptional customer service by diagnosing and troubleshooting client queries effectively. - Provide product support and resolutions by guiding users through step-by-step solutions. - Assist clients in navigating product menus and understanding product features better. - Troubleshoot client queries in a user-friendly, professional, and courteous manner. - Keep records of all customer queries following standard procedures and guidelines. - Accurately process and record all incoming calls and emails using the designated tracking software. - Offer alternative solutions to clients when appropriate to retain customer satisfaction. - Communicate effectively and tailor messages appropriately to listeners and situations. - Follow up with customers through scheduled callbacks to gather feedback and ensure SLA compliance. Build Capability: - Undertake product trainings to stay updated on features, changes, and updates. - Participate in self-learning opportunities and maintain personal networks to enhance job knowledge. - Collaborate with team leaders to identify training themes and learning issues for client service improvement. Performance Parameters: - Process: Number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, customer feedback. - Self-Management: Productivity, efficiency, absenteeism, training hours, number of technical training completed. Mandatory Skills: Geographic Info. Systems (Car support). Join Wipro to be a part of a modern, end-to-end digital transformation journey. Be inspired by reinvention and evolve continuously to realize your ambitions. Wipro welcomes applications from individuals with disabilities.,
