SME - L4

As a Customer Service Representative at Wipro Limited, your role is to deliver exceptional customer service by effectively acknowledging, tracking, and prioritizing client cases in adherence to regulatory guidelines. By allocating cases to the relevant support teams, you will ensure timely resolution as per defined Service Level Agreements (SLAs). - Ensure operational excellence by complying with contracts and regulations, acknowledging, tracking, and prioritizing client cases, updating systems, and generating reports. - Accurately log all incoming client cases on the internal tool as per the contract, documenting relevant information, and escalating issues when necessary. - Maintain internal knowledge bases, resources, and FAQs for efficient case logging and prioritization. - Collaborate with clients, undergo training on new regulatory guidelines, and implement changes in all cases. - Allocate cases to agents and Quality Assurance (QA) teams, update internal tools, and share resolution status reports with supervisors and clients regularly. Qualifications Required: - Client Centricity - Passion for Results - Execution Excellence - Collaborative Working - Learning Agility - Problem Solving & Decision Making - Effective Communication Wipro Limited is a leading technology services and consulting company that focuses on digital transformation. With a global presence and a commitment to helping clients thrive in a changing world, Wipro offers opportunities for personal and professional growth. Join Wipro to be part of a business powered by purpose and where you can design your own reinvention. Applications from individuals with disabilities are encouraged.,