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Associate/Officer/Senior officer

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Wipro

1mo ago

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

AI generated summary

  • You must manage transactions, field client requests courteously, document issues, follow processes, resolve queries per SLAs, and provide excellent customer service through effective troubleshooting.
  • You will manage client queries, document issues, provide troubleshooting support, maintain logs, escalate serious concerns, ensure timely resolutions, and participate in ongoing training.

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

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 role of an Associate/Officer/Senior Officer in this position?

The primary 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 types of client communication will the role involve?

The role will involve fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.

How are client issues tracked and documented?

Client issues are tracked and documented by recording, tracking, and documenting all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.

What is the process for resolving client queries?

Client queries are resolved by following standard processes and procedures outlined in the role description, ensuring resolutions are within the defined SLAs.

What kind of support is available for product features?

The role involves accessing and maintaining internal knowledge bases, resources, and frequently asked questions to provide effective problem resolution to clients.

How do we ensure compliance with service agreements?

Compliance is maintained by providing all product information and disclosures to clients before and after call/email requests to avoid legal challenges.

What performance metrics are used to measure success in this role?

Success is measured through the number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, customer feedback, and self-management metrics.

Is training provided for new products or updates?

Yes, product training is undertaken to stay current with product features, changes, and updates as part of the role.

How does the team maintain excellent customer service levels?

The team maintains excellent customer service levels by effectively diagnosing and troubleshooting client queries, providing guidance, and following up on customer feedback.

What is the expected interaction frequency with clients?

There is an expectation to follow up and make scheduled call backs to customers to record feedback and ensure compliance with contracts/SLAs.

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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.