Processor

Role Overview: The purpose of your 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 support the process by managing transactions as per required quality standards, field all incoming help requests from clients via telephone and/or emails in a courteous manner, and document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. It is essential to update your availability in the RAVE system to ensure the productivity of the process. Key Responsibilities: - Document and analyze call logs to spot most occurring trends to prevent future problems - Maintain and update self-help documents for customers to speed up resolution time - Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution - Ensure all product information and disclosures are given to clients before and after the call/email requests - Deliver excellent customer service through effective diagnosis and troubleshooting of client queries - Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions - Assist clients with navigating around product menus and facilitate better understanding of product features - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries as per the standard procedures and guidelines - Accurately process and record all incoming call and email using the designated tracking software - Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business - Organize ideas and effectively communicate oral messages appropriate to listeners and situations - Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs - Undertake product trainings to stay current with product features, changes, and updates - Enroll in product-specific and any other trainings per client requirements/recommendations - Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client - Update job knowledge by participating in self-learning opportunities and maintaining personal networks Qualifications Required: - No specific qualifications mentioned in the job description Additional Company Details: Wipro is building a modern end-to-end digital transformation partner with bold ambitions. They seek individuals inspired by reinvention to evolve their business and industry. Wipro aims to empower individuals to design their own reinvention and realize their ambitions. Applications from people with disabilities are explicitly welcome.,