Senior Associate

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions that cater to the most complex digital transformation needs of clients. With a vast portfolio of capabilities in consulting, design, engineering, and operations, we aim to help clients achieve their ambitious goals and build sustainable businesses prepared for the future. Our global team of over 230,000 employees and business partners spread across 65 countries is committed to ensuring the success and growth of our customers, colleagues, and communities in a rapidly evolving world. The role at Wipro involves providing effective technical support to the process and resolving client issues promptly to meet process SLAs. The responsibilities include managing transactions with high quality standards, handling incoming help requests from clients via telephone and emails courteously, documenting relevant end user information, updating availability in the RAVE system for process productivity, recording and tracking all queries, following standard procedures to resolve client issues within defined SLAs, maintaining internal knowledge bases for effective problem resolution, and identifying trends in call logs to prevent future problems. In addition to providing excellent customer service through diagnosing and troubleshooting client queries, the role involves offering product support, guiding clients through step-by-step solutions, assisting with product navigation, maintaining logs of customer queries, processing incoming calls and emails accurately, suggesting alternative solutions to retain customers, and communicating effectively with clients. To ensure operational excellence and maintain superior customer service levels, the role requires undertaking product trainings, enrolling in client-specific trainings, collaborating with team leaders to identify training themes, updating job knowledge through self-learning opportunities, and participating in personal networks for growth. Performance parameters for the role include the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and the number of technical trainings completed. Mandatory skills for this role include experience in Retail Banking (Card Operations) with a required experience range of 1-3 years. Wipro is committed to reinventing its business and industry and seeks individuals who are inspired by reinvention, constant evolution, and personal growth. We invite you to join a purpose-driven business that empowers you to design your own reinvention and realize your ambitions. Applications from people with disabilities are highly encouraged to apply.,