Benefits Ops Administrator

Wipro Limited is a renowned technology services and consulting company dedicated to developing innovative solutions that cater to the most intricate digital transformation requirements of clients. With a vast workforce of over 230,000 employees and business partners spanning across 65 countries, Wipro is committed to assisting customers, colleagues, and communities in adapting and thriving in a constantly evolving world. The role entails providing efficient technical support to the process and proactively resolving client issues either directly or by escalating them in a timely manner to ensure adherence to process SLAs. Key responsibilities include managing transactions in line with quality standards, addressing incoming help requests from clients courteously via phone or email, documenting essential end user details and problem descriptions, updating availability in the RAVE system for enhanced productivity, recording and tracking queries along with successful resolutions, adhering to standard processes to resolve client issues within defined SLAs, accessing internal knowledge bases for effective problem resolution, identifying product details to aid in troubleshooting, analyzing call logs for prevalent trends, updating self-help documents for quick issue resolution, escalating critical client issues to Team Leader as necessary, ensuring compliance with service agreements to avoid legal challenges. Furthermore, the role involves delivering exceptional customer service by diagnosing and troubleshooting client queries effectively, providing product support and resolutions via step-by-step solutions, guiding users through product features, maintaining customer query logs, accurately recording incoming calls and emails, proposing alternative solutions to retain customer business, effectively communicating with clients, following up with customers for feedback and adherence to SLAs, undertaking product trainings to stay updated on features and updates, and collaborating with team leaders to enhance client service through training initiatives. The performance parameters for the role include measuring the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and completion of technical training. The mandatory skill required for this role is expertise in Defined Benefit (DB) schemes with an experience range of 1-3 years. Wipro is on a journey to reinvent itself into a modern entity, driven by a commitment to digital transformation and bold aspirations. The company seeks individuals who are inspired by reinvention, eager to evolve personally and professionally, and contribute to the continuous growth and transformation of the business and industry. At Wipro, you will have the opportunity to shape your own reinvention in a purpose-driven environment. Applications from individuals with disabilities are encouraged and welcomed. Join Wipro, realize your ambitions, and be part of a transformative journey towards operational excellence and superior customer service levels for clients.,