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Overview
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Responsibilities
1. 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
* Documenting end user information including name, department, contact information and nature of problem or issue
* Update availability in the RAVE system to ensure productivity
* Record, track, and document all queries, problem-solving steps, and resolutions
* Follow standard processes and procedures to resolve client queries
* Resolve client queries as per the SLA's defined in the contract
* Access and maintain internal knowledge bases to aid in and provide effective problem resolution
* Identify and learn product details to facilitate better client interaction
* Document and analyze call logs to identify trends and prevent future problems
* Maintain and update self-help documents for customers
* Escalate serious client issues to Team Leader when resolution is untimely
* Ensure product information and disclosures are given to clients before and after calls/emails
* Comply with service agreements to avoid legal challenges
2. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
* Provide product support and resolution by diagnosing issues and guiding users through step-by-step solutions
* Assist clients with navigating product menus and understanding features
* Troubleshoot client queries in a courteous and professional manner
* Maintain logs and records of all customer queries per procedures
* Accurately process and record all incoming calls and emails using designated tracking software
* Offer alternative solutions to retain customers' business
* Organize ideas and communicate effectively with listeners
* Follow up with customers to record feedback and ensure compliance with contracts/SLAs
* Build capability to ensure operational excellence and maintain superior customer service levels
o Undertake product trainings to stay current with features and updates
o Enroll in trainings per client requirements
o Collaborate with team leaders to identify training themes and learning issues
o Update job knowledge through self-learning and networking
Deliver
No Performance Parameter Measure 1
Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, customer feedback
Self-Management: Productivity, efficiency, absenteeism, training hours
Mandatory Skills: Invoice to Pay (Transactional Accounting).
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Finance and Sales
* Industries: IT Services and IT Consulting
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