Associate - Kochi

Role Overview: As an Associate at Wipro Limited, your role is to provide effective technical support to the process by managing transactions, resolving client issues, and ensuring compliance with process SLAs. You will be responsible for fielding incoming help requests from clients, documenting user information, updating availability in the system, resolving queries, and providing excellent customer service. Key Responsibilities: - Support the process by managing transactions as per required quality standards - Field all incoming help requests from clients via telephone and/or emails in a courteous manner - Document all pertinent end user identification information and nature of problem - Update availability in the RAVE system to ensure productivity - Record, track, and document all queries received and resolutions - Follow standard processes and procedures to resolve client queries - Access internal knowledge bases and resources for effective problem resolution - Identify appropriate product details to facilitate client interaction and troubleshooting - Maintain call logs to identify trends and prevent future problems - Update self-help documents for customers to speed up resolution time - Escalate serious client issues to Team leader in cases of untimely resolution - Deliver excellent customer service through effective diagnosis and troubleshooting - Provide product support and resolution to clients by guiding them through solutions - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries - Process and record all incoming calls and emails accurately - Offer alternative solutions to retain customers and clients business - Organize ideas and effectively communicate oral messages appropriate to listeners and situations - Follow up with customers to record feedback and ensure compliance to SLAs Qualifications Required: - Mandatory Skills: Retail Banking (Card Operations) - Willingness to undertake product trainings to stay current with product features - Ability to enroll in client-specific and other trainings as required - Partner with team leaders to brainstorm training themes and learning issues - Update job knowledge by participating in self-learning opportunities and maintaining personal networks Note: Wipro Limited is a leading technology services and consulting company focused on digital transformation. Join a business that empowers you to design your own reinvention and be part of a team with the boldest ambitions in the industry.,