SME - L3

As a Customer Service Representative at Wipro, your role is crucial in delivering great customer service and experience by effectively acknowledging, tracking, and prioritizing all client cases as per regulatory guidelines. Your responsibilities include: - Ensuring operational excellence through contract and regulatory compliance - Acknowledging client cases within defined SLAs and accurately documenting case information - Tracking and prioritizing all client cases by following standard processes and procedures - Accessing and maintaining internal knowledge bases to aid in effective case logging and prioritization - Identifying red flags and escalating serious client issues to Team leader - Sharing recorded case logs and status reports with clients and supervisors on a daily basis To deliver excellent customer service, you will serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tools. Your tasks will involve: - Developing a deep understanding and use of client tools for day-to-day duties - Acknowledging receipt of cases as per SLAs defined in the contract - Extracting case information and creating an excel listing of cases - Collaborating with the client and undergoing trainings on new regulatory guidelines You will also be responsible for ensuring allocation and resolution of client cases as per defined SLAs by accurately updating internal tools, participating in training sessions, and regular reporting. Your duties will include: - Allocating cases to agents and QAs by accurately recording all client cases - Maintaining trackers and reports of case resolutions - Conducting training sessions for agents and QAs on new regulatory guidelines - Liaising between the client and internal teams on escalations and unique queries In order to build capability and maintain superior customer service levels, you will undertake trainings to stay current with any new features, changes, and updates on client tools. Your competencies will include Client Centricity, Execution Excellence, Problem Solving & Decision Making, and Effective Communication. Join Wipro, a business powered by purpose, where you can design your own reinvention and realize your ambitions. Applications from people with disabilities are explicitly welcome.,