Customer Service Representative - L1

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions that cater to clients" most intricate digital transformation needs. With a vast portfolio of capabilities in consulting, design, engineering, and operations, we assist clients in achieving their most ambitious goals and fostering sustainable businesses ready for the future. Our global presence spans across 65 countries with over 230,000 employees and business partners, committed to helping customers, colleagues, and communities thrive in an ever-evolving world. Role Purpose: The role aims to deliver efficient technical support to the process and proactively resolve client issues either directly or by escalating them in a timely manner to meet process SLAs. Responsibilities: - Manage transactions to support the process in line with required quality standards. - Respond to all incoming help requests from clients via telephone and/or emails courteously. - Document essential end-user identification information for issue resolution. - Maintain updated availability in the RAVE system to ensure process productivity. - Record, track, and document all queries received and resolutions achieved. - Follow standard processes to address client queries and adhere to defined SLAs. - Access internal knowledge bases and resources for effective problem resolution. - Learn product details to enhance client interactions and troubleshooting. - Analyze call logs to identify recurring trends and prevent future issues. - Update self-help documents for customers to expedite issue resolution. - Identify and escalate critical client issues to Team Leader promptly. - Ensure complete disclosure of product information to clients. - Provide exceptional customer service through diagnosis and troubleshooting of client queries. - Assist clients in navigating product menus and understanding features. - Troubleshoot client queries professionally and maintain records as per guidelines. - Process and record all incoming calls and emails accurately. - Offer alternative solutions to retain customers and business. - Communicate effectively and follow up with customers for feedback. Performance Parameters: 1. Process: Number of cases resolved per day, compliance with quality standards, meeting SLAs, Pulse score, Customer feedback. 2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed. Mandatory Skills: HWS (Empl Helpdesk). Join us at Wipro to reinvent your world. Be a part of our journey towards a modern Wipro, a digital transformation partner with bold ambitions. We seek individuals inspired by reinvention, eager to evolve professionally and personally. Embrace change with us and contribute to operational excellence and superior customer service. Let's design our reinvention together at Wipro. Your ambitions await. Applications from individuals with disabilities are encouraged.,