Join to apply for the Assistente Financeiro role at WiproOverviewThe 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.ResponsibilitiesSupport process by managing transactions as per required quality standardsFielding all incoming help requests from clients via telephone and/or emails in a courteous mannerDocumenting end user information including name, department, contact information and nature of problem or issueUpdate availability in the RAVE system to ensure productivityRecord, track, and document all queries, problem-solving steps, and resolutionsFollow standard processes and procedures to resolve client queriesResolve client queries as per the SLA’s defined in the contractAccess and maintain internal knowledge bases to aid in and provide effective problem resolutionIdentify and learn product details to facilitate better client interactionDocument and analyze call logs to identify trends and prevent future problemsMaintain and update self-help documents for customersEscalate serious client issues to Team Leader when resolution is untimelyEnsure product information and disclosures are given to clients before and after calls/emailsComply with service agreements to avoid legal challengesDeliver excellent customer service through effective diagnosis and troubleshooting of client queriesProvide product support and resolution by diagnosing issues and guiding users through step-by-step solutionsAssist clients with navigating product menus and understanding featuresTroubleshoot client queries in a courteous and professional mannerMaintain logs and records of all customer queries per proceduresAccurately process and record all incoming calls and emails using designated tracking softwareOffer alternative solutions to retain customers’ businessOrganize ideas and communicate effectively with listenersFollow up with customers to record feedback and ensure compliance with contracts/SLAsBuild capability to ensure operational excellence and maintain superior customer service levelsUndertake product trainings to stay current with features and updatesEnroll in trainings per client requirementsCollaborate with team leaders to identify training themes and learning issuesUpdate job knowledge through self-learning and networkingDeliverNo Performance Parameter Measure 1Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, customer feedbackSelf-Management: Productivity, efficiency, absenteeism, training hoursMandatory 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 levelEntry levelEmployment typeFull-timeJob functionFinance and SalesIndustries: IT Services and IT ConsultingReferrals increase your chances of interviewing at Wipro by 2xGet notified about new Financial Assistant jobs in Curitiba, Paraná, Brazil.
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