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COMPANY	:	[ WIPRO  ]
ROLE	:	[Associate  ]
VACANCY	:	[ Various  ]
QUALIFICATION	:	[ BE /ME /BTECH /MTECH /DIPLOMA Or Engineering Related Field]
EXPERIENCE	:	[ Fresher ]
SALARY	:	[ Upto Rs 3,60,000 to Rs 9,00,000/ Year ]
LOCATION	:	[ Chennai, Tamilnadu ]

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ABOUT COMPANY :

• 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.
• OVER
• 1,400
• ACTIVE GLOBAL CLIENTS
• We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
• OVER
• 250,000
• DEDICATED EMPLOYEES
• A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.
• WE’RE PRESENT IN
• 66
• COUNTRIES
• We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world

JOB DESCRIPTION :

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Overview

Role Purpose

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

Do

• Support process by managing transactions as per requiredquality standards
• Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
• Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
• Update own availability in the RAVE system to ensureproductivity 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 clientqueries
• Resolve client queries as per the SLA’s defined in thecontract
• Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
• Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends toprevent future problems
• Maintain and update self-help documents for customers to speedup resolution time
• Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
• Ensure all product information and disclosures are given toclients before and after the call/email requests
• Avoids legal challenges by complying with service agreements
• Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus andfacilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteousand professional manner
• Maintain logs and records of all customer queries as per thestandard procedures and guidelines
• Accurately process and record all incoming call and email usingthe designated tracking software
• Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
• Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
• Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs
• Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with productfeatures, changes and updates
• Enroll in product specific and any other trainings per clientrequirements/recommendations
• Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
• Update job knowledge by participating in self learningopportunities and maintaining personal networks

How to apply :

Click on the below link, it will take you to the source page, where you can apply

Note :

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