Executive

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to clients" most intricate digital transformation requirements. With a workforce of over 230,000 employees and business partners spanning across 65 countries, Wipro aims to help customers, colleagues, and communities thrive in an ever-evolving world. The role's primary objective is to deliver effective technical support to the process and promptly address client issues either directly or through timely escalation to meet process SLAs. Key responsibilities include managing transactions in adherence to quality standards, handling incoming help requests from clients via telephone and/or emails, documenting end user identification information, updating availability in the RAVE system, recording and tracking all queries received, following standard processes to resolve client issues, accessing internal knowledge bases for effective problem resolution, identifying product details for better client interaction, analyzing call logs to identify trends, updating self-help documents for customers, escalating serious client issues, ensuring legal compliance, and delivering excellent customer service through diagnosis and troubleshooting. To ensure operational excellence and maintain superior customer service levels, the role requires undertaking product trainings, enrolling in client-specific trainings, partnering with team leaders to brainstorm training themes, participating in self-learning opportunities, and maintaining personal networks. Performance parameters for the role include measuring the number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and technical training completed. Mandatory skills for the role include expertise in Record to Report - DOP, and the desired experience level is 1-3 years. Wipro is undergoing a transformation to build a modern organization, seeking individuals inspired by reinvention to join their team. The company encourages individuals to evolve constantly and design their own reinvention within the business. Wipro is committed to creating a purpose-driven environment that empowers individuals to realize their ambitions. Applications from candidates with disabilities are encouraged and welcomed.,