4 Welfare Hw Jobs

The purpose of your role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Support the process by managing transactions as per required quality standards. Field all incoming help requests from clients via telephone and/or emails in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue. Update your availability in the RAVE system to ensure productivity of the process. Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions. Follow standard processes and procedures to resolve all client queries. Resolve client queries as per the SLAs defined in the contract. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting. Document and analyze call logs to spot most occurring trends to prevent future problems. Maintain and update self-help documents for customers to speed up resolution time. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution. Ensure all product information and disclosures are given to clients before and after the call/email requests. Avoid legal challenges by complying with service agreements. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions. Assist clients with navigating around product menus and facilitate better understanding of product features. Troubleshoot all client queries in a user-friendly, courteous, and professional manner. Maintain logs and records of all customer queries as per the standard procedures and guidelines. Accurately process and record all incoming calls and emails using the designated tracking software. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business. Organize ideas and effectively communicate oral messages appropriate to listeners and situations. Follow up and make scheduled call backs to customers to record feedback and ensure compliance with the contract/SLAs. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client. Undertake product trainings to stay current with product features, changes, and updates. Enroll in product-specific and any other trainings per client requirements/recommendations. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client. Update job knowledge by participating in self-learning opportunities and maintaining personal networks. Performance Parameters: 1. Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback. 2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed. Mandatory Skills: Health and Welfare (HW). Experience: 5-8 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.,

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions that cater to clients" most intricate digital transformation requirements. With a workforce of over 230,000 employees and business partners in 65 countries, Wipro aims to help customers, colleagues, and communities thrive in an ever-evolving world. As part of Wipro, you will play a crucial role in providing technical support to the process and ensuring timely resolution of client issues to meet process SLAs. Your responsibilities will include managing transactions, addressing incoming help requests from clients via telephone and email, documenting end user information and problem details, updating availability in the system, tracking and recording all queries and resolutions, following standard procedures to resolve client issues, accessing internal knowledge bases for effective problem resolution, and maintaining self-help documents for customers. You will also be required to deliver excellent customer service by diagnosing and troubleshooting client queries, providing product support, guiding users through solutions, and maintaining records of all customer interactions. Furthermore, you will need to build your capabilities to ensure operational excellence, maintain superior customer service levels, undertake product trainings to stay updated with features and updates, collaborate with team leaders to identify training themes, and participate in self-learning opportunities to enhance job knowledge. Your performance will be evaluated based on the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, customer feedback, productivity, efficiency, absenteeism, and technical training completion. If you are someone inspired by reinvention and constant evolution, Wipro offers you the opportunity to design your own reinvention and realize your ambitions in a business powered by purpose. Join us at Wipro and be part of a modern digital transformation partner that encourages personal and professional growth. Applications from individuals with disabilities are encouraged and welcomed.,

The primary objective of this role is to provide exceptional customer service by efficiently acknowledging, tracking, and prioritizing client cases in compliance with regulatory guidelines. As a part of the team, you will be 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. Your responsibilities will include: - Ensuring operational excellence through adherence to contract and regulatory requirements, efficient case acknowledgment, tracking, prioritization, system updates, and reporting. - Accurately logging all incoming client cases on the internal tool as per the contract terms and documenting relevant case information. - Following standard processes to track, prioritize, and allocate client cases to the respective agents and Quality Assurance (QA) teams. - Monitoring compliance with service agreements to mitigate legal risks and challenges. - Sharing case logs, status reports, and resolution updates with clients and supervisors regularly. To deliver excellent customer service, you will: - 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. Your role will also involve: - Allocating and resolving client cases within the defined SLAs by updating internal tools accurately, conducting training sessions on new regulations, and providing regular reports. - Liaising between clients and internal teams to address escalations, unique queries, and ensure compliance with contract SLAs and regulations. - Building capabilities for operational excellence and maintaining superior customer service levels for existing clients. Mandatory Skills: Health and Welfare (HW) Experience: 3-5 Years 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.,

The role aims to provide exceptional customer service by efficiently handling, tracking, and prioritizing client cases in accordance with regulatory guidelines. It involves ensuring timely resolution of cases as per defined SLAs by assigning them to the appropriate support team. Key Responsibilities: - Ensure operational excellence by complying with contracts and regulations, acknowledging, tracking, prioritizing, updating systems, and reporting cases accurately. - Acknowledge client cases based on contract-defined SLAs, log them into the internal tool, and document all relevant case information daily. - Follow standard processes to track and prioritize cases, update the internal tool, and forward cases to agents and QAs. - Maintain internal knowledge bases for effective case logging and prioritize urgent cases as needed. - Identify and escalate serious client issues to Team Leader for non-compliance and untimely resolution. - Share case logs and status reports with clients and supervisors on a daily basis. Primary Duties: - Act as the primary contact for accessing client cases through the designated tool, ensuring accurate case logging and prioritization. - Develop a deep understanding of the client tool to perform daily duties effectively. - Prioritize cases based on urgency and complexity, extract case information accurately, and maintain logs as per guidelines. - Collaborate with clients for trainings on new regulatory guidelines and implement changes in all cases. Tasks: - Allocate and resolve client cases as per SLAs, update internal tools, conduct training sessions on new regulations, and report regularly. - Ensure accurate recording of client cases, maintain allocation tracker, resolve cases within defined SLAs, and share resolution status reports. - Undertake client training on tool features and regulatory changes, conduct training sessions for agents and QA, and ensure compliance. - Liaise between clients and internal teams, follow up for feedback, and update progress on cases. Qualifications: - Mandatory Skill: Health and Welfare (HW) - Experience: 3-5 years Join Wipro for a journey of reinvention and constant evolution. We are committed to empowering individuals to design their reinvention and realize their ambitions. Be part of a purpose-driven business and contribute to building a modern Wipro. Applications from individuals with disabilities are encouraged.,