Associate

Wipro

1mo ago

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

AI generated summary

You must manage transactions, handle client queries via calls/emails, document issues, maintain knowledge bases, troubleshoot products, and ensure excellent customer service while adhering to SLAs.
You will manage client transactions, resolve queries, document issues, maintain logs, provide product support, analyze trends, and ensure excellent customer service while following standard processes.

Requirements

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

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 main purpose of the Associate role?

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

How should I handle incoming help requests from clients?

Incoming help requests from clients should be fielded via telephone and/or emails in a courteous manner, ensuring all pertinent end user identification information is documented.

What is the importance of documenting client queries?

Documenting client queries is crucial for tracking problem-solving steps, understanding trends to prevent future issues, and ensuring a record of all customer interactions is maintained as per the standard procedures.

Are there specific quality standards I need to meet?

Yes, you must support the process by managing transactions according to the required quality standards and ensuring compliance with process level SLAs.

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

If you identify a serious client issue, it should be escalated to the Team Leader in cases of untimely resolution.

How do I ensure I stay updated on product features?

You should undertake product training to stay current with product features, changes, and updates, as well as enroll in any product-specific trainings as per client requirements.

What are the key performance measures for this role?

Key performance measures include the number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, and customer feedback.

Will I receive training for this role?

Yes, training is provided, including product-specific training and any other training recommended by the client to maintain operational excellence.

How do I document and track all incoming calls and emails?

All incoming calls and emails should be accurately processed and recorded using the designated tracking software as per the standard procedures and guidelines.

How can I provide excellent customer service in this role?

Excellent customer service can be provided through effective diagnosis and troubleshooting of client queries, guiding users through step-by-step solutions in a user-friendly, courteous, and professional manner.

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.