• Mumbai, India
• Category : DOP
• Req Id : 2847065

Job Description

Role Purpose

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

Do

1. Support process by managing transactions as per requiredquality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
   3. Update own availability in the RAVE system to ensureproductivity of the process
   4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all clientqueries
   6. Resolve client queries as per the SLA’s defined in thecontract
   7. Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
   8. Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends toprevent future problems
   10. Maintain and update self-help documents for customers to speedup resolution time
   11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
   12. Ensure all product information and disclosures are given toclients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus andfacilitate better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteousand professional manner
   4. Maintain logs and records of all customer queries as per thestandard procedures and guidelines
   5. Accurately process and record all incoming call and email usingthe designated tracking software
   6. Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
   7. Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
   8. Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

1. Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
   1. Undertake product trainings to stay current with product features, changes and updates
   2. Enroll in product specific and any other trainings per clientrequirements/recommendations
   3. Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
   4. Update job knowledge by participating in self learningopportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type	Stakeholder Identification	Purpose of Interaction
Internal	Team Leaders	Performance review
	HR	Hiring and employee engagement and retention
	Training Team	Capability development
	Technical Lead	Training, issue escalation/ resolution
External	Client	Query Resolution

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent

Competency Levels
Foundation	Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent	Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert	Applies the competency in all situations and is serves as a guide toothers as well.
Master	Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.

• Behavioral Competencies
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Deliver

No.	Performance Parameter	Measure
1.	Process	No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback
2.	Self- Management	Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 175,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.