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Associate

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Wipro

15d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Logistics
  • Chennai

AI generated summary

  • You must manage transactions, field client requests, document issues, resolve queries per SLAs, maintain logs, and provide excellent customer service while staying updated on product details.
  • You will manage client queries via calls/emails, document interactions, troubleshoot issues, provide product support, ensure compliance with SLAs, and maintain logs while delivering excellent customer service.

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
  • 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 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 primary purpose of the Associate role?

The primary 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.

What kind of support will I provide in this role?

In this role, you will provide effective diagnosis and troubleshooting of client queries, manage transactions, field incoming help requests, and follow standard processes to resolve client issues.

How should I document client queries?

You should document all pertinent end user identification information, record, track, and document all queries received, and maintain logs according to standard procedures and guidelines.

What happens if I cannot resolve a client issue?

If you cannot resolve a client issue, you must identify red flags and escalate serious client issues to your Team Leader for further assistance.

What are the expected competencies for this position?

The expected competencies include functional competencies such as process knowledge, and behavioral competencies such as collaborative working, problem solving, attention to detail, execution excellence, client-centricity, and effective communication.

What does the training process involve for this role?

The training process involves product training to stay current with product features, changes and updates, as well as enrolling in product-specific training per client requirements.

How will my performance be measured in this role?

Your performance will be measured by the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, pulse scores, and customer feedback.

Who will I interact with in this position?

You will interact with various stakeholders including Team Leaders for performance review, HR for hiring and employee engagement, the Training Team for capability development, Technical Leads for issue escalation and resolution, and clients for query resolution.

What should I do if I need assistance with a technical issue?

If you need assistance with a technical issue, you should consult with your Technical Lead or escalate the issue according to the established processes.

Do I need to follow a specific communication format when interacting with clients?

Yes, you should organize ideas and effectively communicate oral messages that are appropriate to the listeners and situations when interacting with clients.

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.