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Analyst

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Wipro

19d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Mumbai

AI generated summary

  • You need process knowledge, collaboration skills, problem-solving ability, attention to detail, execution excellence, client focus, and effective communication.
  • You will manage client transactions, field help requests, troubleshoot issues, document queries, follow standard processes, and provide excellent customer service while maintaining compliance and knowledge updates.

Requirements

  • Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

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 own 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 SLA’s 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
  • 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 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 call and email 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 to 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

FAQs

What is the primary purpose of the Analyst role?

The primary purpose of the Analyst role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

What kind of queries will I be responsible for handling?

You will be responsible for fielding all incoming help requests from clients via telephone and/or emails and resolving client queries as per the SLAs defined in the contract.

How important is documentation in this role?

Documentation is critical; you are required to document all pertinent end user identification information, record and track all queries, and maintain logs of customer interactions as per standard procedures.

What competencies are required for this position?

Required competencies include process knowledge, collaborative working, problem solving and decision making, attention to detail, execution excellence, client centricity, and effective communication.

What kind of training will I receive?

You will undertake product-specific trainings to stay current with product features, changes, and updates, as well as participate in any other trainings as per client requirements.

How is performance measured in this role?

Performance is measured by parameters such as the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, productivity, efficiency, and customer feedback.

Who will I interact with internally in this role?

You will interact with various internal stakeholders such as team leaders for performance review, HR for hiring and employee engagement, and the training team for capability development.

What should I do if I encounter a serious client issue?

You should identify red flags and escalate serious client issues to your Team Leader in cases of untimely resolution.

Is there a specific system I need to use for tracking queries?

Yes, you are required to use designated tracking software to accurately process and record all incoming calls and emails.

How do I ensure that I am providing excellent customer service?

You can ensure excellent customer service by effectively diagnosing and troubleshooting client queries, offering alternative solutions where appropriate, and maintaining a user-friendly and courteous approach.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

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. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.