Associate/Officer/Sr. Office

The purpose of this role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. You will be responsible for managing transactions as per required quality standards, fielding all incoming help requests from clients in a courteous manner, and documenting all pertinent end user identification information. Moreover, you will update your availability in the RAVE system, record, track, and document all queries received, and follow standard processes and procedures to resolve client queries within the defined SLAs. As part of this role, you will access and maintain internal knowledge bases, resources, and frequently asked questions to provide effective problem resolution to clients. It will be essential to identify and learn appropriate product details, document and analyze call logs, and maintain self-help documents for customers to expedite resolution time. Additionally, you will need to deliver excellent customer service through effective diagnosis and troubleshooting of client queries, provide product support and resolution, and assist clients in navigating product menus and features. Furthermore, you will be required to maintain logs and records of all customer queries, accurately process and record all incoming calls and emails, offer alternative solutions to clients, and follow up with customers to ensure compliance with contracts and SLAs. Building capability to ensure operational excellence, undertaking product trainings, and collaborating with team leaders to identify training themes will also be part of your responsibilities. Interaction with stakeholders, including team leaders, HR, training team, technical lead, and clients, will be crucial. You will need to display competencies in process knowledge, collaborative working, problem-solving, attention to detail, execution excellence, client-centricity, and effective communication. Your performance will be assessed based on parameters such as the number of cases resolved per day, compliance to process and quality standards, meeting SLAs, productivity, efficiency, training hours, and technical training completion. If you encounter any suspicious activities related to job offers from Wipro, please report them to helpdesk.recruitment@wipro.com. For concerns regarding unethical hiring practices, contact the Ombuds Group at ombuds.person@wipro.com. Wipro is committed to creating an accessible, supportive, and inclusive workplace, providing reasonable accommodations to all applicants, including persons with disabilities, throughout the recruitment process.,