Lawsikho

Deadline Open Deadline

Location Chennai, Tamil Nadu, India

Salary Compensation details will be finalized during the interview process with the selected candidate.

Details of the Organization

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs.

Details of the Job/Internship

Wipro is hiring an Associate to join their office in Chennai.

Role and Responsibilities

Support process by managing transactions as per required quality standards.
Fielding 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 problem or issue.
Update on availability in the RAVE system to ensure the 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 the 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 the Team Leader in cases of untimely resolution.
Ensure all product information and disclosures are given to clients before and after the call/email requests.
Avoids 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 a 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 callbacks to customers to record feedback and ensure compliance with contract /SLAs.
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
Undertake product pieces of training 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.

Eligibility

Functional Competencies/ Skill.
Process Knowledge - Knowledge of assigned processes, tools, and systems - Foundation to Competent.
Behavioral Competencies.
Collaborative working.
Problem-solving and decision-making.
Attention to Detail.
Execution Excellence.
Client (Internal) Centricity.
Effective Communication.