SME - L3

Role Overview: As a Customer Service Representative at Wipro, your primary objective is to provide exceptional customer service by efficiently acknowledging, tracking, and prioritizing client cases in compliance with regulatory guidelines. You will be part of a team responsible for ensuring timely resolution of all client cases according to the defined Service Level Agreements (SLAs) by assigning them to the appropriate support team. Key Responsibilities: - Ensure operational excellence through adherence to contract and regulatory requirements, efficient case acknowledgment, tracking, prioritization, system updates, and reporting. - Accurately log all incoming client cases on the internal tool as per the contract terms and document relevant case information. - Follow standard processes to track, prioritize, and allocate client cases to the respective agents and Quality Assurance (QA) teams. - Monitor compliance with service agreements to mitigate legal risks and challenges. - Share case logs, status reports, and resolution updates with clients and supervisors regularly. Qualifications Required: - Serve as the primary point of contact for accessing client cases using the designated client tool. - Develop a deep understanding of the client tool to effectively perform daily tasks and prioritize cases based on urgency and complexity. - Collaborate with clients to undergo training on new regulatory guidelines and implement the changes in all cases. Additional Details of the Company: Join us at Wipro and be a part of our journey towards reinvention and digital transformation. We are looking for individuals who are motivated by continuous improvement and eager to evolve in their careers and skills. Our culture is driven by purpose, empowering you to lead your own reinvention and contribute to the growth of our business and industry. Come be a part of Wipro and realize your ambitions. Applications from individuals with disabilities are encouraged and welcomed.,