Marketing Place OPS

Wipro Limited is a renowned technology services and consulting company, dedicated to developing innovative solutions that cater to the complex digital transformation needs of clients. With a comprehensive range of capabilities in consulting, design, engineering, and operations, we assist clients in achieving their most ambitious goals and establishing sustainable businesses for the future. Our global presence includes over 230,000 employees and business partners across 65 countries, all committed to helping customers, colleagues, and communities thrive in an ever-evolving world. For more information, please visit www.wipro.com. The role's primary objective is to provide efficient technical support to the process and proactively address client issues directly or through timely escalation to meet process SLAs. Responsibilities include managing transactions to required quality standards, handling incoming help requests from clients via telephone and/or emails courteously, documenting pertinent end user information, updating availability in the RAVE system for enhanced productivity, recording and tracking all received queries, following standard processes and procedures, resolving client queries within defined SLAs, accessing internal knowledge bases for effective problem resolution, learning product details for better client interaction, analyzing call logs for trends, updating self-help documents for faster resolutions, identifying and escalating serious client issues, ensuring product information disclosure, delivering excellent customer service through diagnosis and troubleshooting, providing product support and resolution, assisting clients in navigating product menus and features, troubleshooting queries professionally, maintaining logs of customer queries, recording incoming calls and emails accurately, offering alternative solutions to retain customers, communicating effectively with listeners, following up with customers for feedback, building capability for operational excellence, maintaining superior customer service levels, undertaking product trainings, enrolling in client-specific trainings, partnering with team leaders for training improvements, updating job knowledge through self-learning opportunities, and maintaining personal networks. Performance parameters include 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. Mandatory skills for this role include Business Analyst/Data Analyst (Media). Join us at Wipro to be part of a modern, reinvented organization that is a digital transformation partner with bold ambitions. We are seeking individuals inspired by reinvention and committed to evolving themselves, their careers, and their skills. Embrace the change with us and contribute to a business driven by purpose that empowers you to design your reinvention. Realize your ambitions at Wipro, where applications from individuals with disabilities are warmly welcomed.,