Sr Associate

Wipro Limited is a renowned technology services and consulting company dedicated to creating innovative solutions that cater to clients" most intricate digital transformation requirements. With a comprehensive range of capabilities in consulting, design, engineering, and operations, we assist clients in achieving their most ambitious goals and establishing sustainable, future-ready enterprises. Our global presence spans over 65 countries with a workforce exceeding 230,000 employees and business partners, committed to supporting customers, colleagues, and communities in an ever-evolving world. For more details, please visit our website at www.wipro.com. The role's primary objective is to offer proficient technical support to the process and promptly address client issues either directly or through timely escalation to meet process SLAs. Support the process by managing transactions according to specified quality standards. Handle all incoming help requests from clients via phone and/or email in a polite manner. Document essential end-user details including name, department, contact information, and issue description. Maintain accurate availability status in the RAVE system to enhance process productivity. Record, track, and document received queries, troubleshooting steps, successful and unsuccessful resolutions. Adhere to standard processes and procedures for resolving client queries within defined SLAs. Access internal knowledge bases and resources to aid effective problem resolution for clients. Acquire and comprehend product details to enhance client interactions and troubleshooting. Analyze call logs to identify recurring trends and prevent future issues. Update self-help documents for clients to expedite resolution times. Identify and escalate critical client issues to Team Leader if timely resolution is at risk. Ensure comprehensive product information and disclosures are provided to clients pre and post call/email requests. Maintain legal compliance by adhering to service agreements. Provide exceptional customer service through accurate diagnosis and resolution of client queries. Guide users through step-by-step solutions while diagnosing questions to offer product support. Assist clients in navigating product menus and understanding product features. Troubleshoot client queries in a friendly, professional manner. Record all customer queries as per guidelines and procedures. Accurately log all incoming calls and emails using designated tracking software. Present alternative solutions to retain customer loyalty and business. Effectively communicate ideas and messages tailored to different listeners and situations. Follow up with customers through scheduled callbacks to record feedback and ensure SLA compliance. Enhance operational excellence and maintain superior customer service levels for existing accounts/clients. Participate in product trainings to stay updated on features, changes, and updates. Engage in client-specific and other training sessions as required. Collaborate with team leaders to identify training themes and learning issues for enhanced client service. Enhance job knowledge through self-learning opportunities and networking. Performance Parameters: 1. Process: Number of cases resolved per day, adherence to process and quality standards, meeting SLAs, Pulse score, Customer feedback. 2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed. At Wipro, we are shaping a contemporary organization focused on digital transformation. We seek individuals inspired by reinvention of themselves, their careers, and their skills. Join us in reimagining our business and industry to adapt to the evolving world around us. Be a part of a purpose-driven company that encourages personal reinvention. Realize your ambitions at Wipro. We welcome applications from individuals with disabilities.,