WIPRO IS HIRING ANALYST

Job Title: Analyst
Location: Gurugram, India
Department: DOP
Job Code: 3049606

Job Description:

Role Purpose:

The role aims to provide efficient technical support to the process and promptly resolve client issues either directly or through timely escalation to meet process SLAs.

Responsibilities:

1. Support the process by managing transactions according to required quality standards.
2. Handle all incoming help requests from clients via telephone and/or emails courteously.
3. Document all relevant end user identification information, including name, department, contact details, and nature of the problem or issue.
4. Update availability in the RAVE system to ensure process productivity.
5. Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
6. Follow standard processes and procedures to resolve all client queries.
7. Resolve client queries as per the SLAs defined in the contract.
8. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in effective problem resolution for clients.
9. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
10. Document and analyze call logs to identify recurring trends and prevent future problems.
11. Maintain and update self-help documents for customers to expedite resolution time.
12. Identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution.
13. Ensure all product information and disclosures are provided to clients before and after the call/email requests to avoid legal challenges by complying with service agreements.

Deliverables:

1. Deliver excellent customer service by effectively diagnosing and troubleshooting client queries.
2. Provide product support and resolution to clients by diagnosing questions and guiding users through step-by-step solutions.
3. Assist clients in navigating product menus and facilitate better understanding of product features.
4. Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
5. Maintain logs and records of all customer queries as per standard procedures and guidelines.
6. Accurately process and record all incoming calls and emails using the designated tracking software.
7. Offer alternative solutions to clients where appropriate with the objective of retaining customers’ and clients’ business.
8. Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
9. Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contracts/SLAs.

Capability Building:

1. Undertake product training to stay current with product features, changes, and updates.
2. Enroll in product-specific and any other trainings per client requirements/recommendations.
3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
4. Update job knowledge by participating in self-learning opportunities and maintaining a personal network.

Stakeholder Interaction:

Internal:

• Team Leaders: Performance review
• HR: Hiring, employee engagement, and retention
• Training Team: Capability development
• Technical Lead: Training, issue escalation/resolution

External:

• Client: Query resolution

Competencies Required:

Functional Competencies/Skills:

• Process Knowledge: Knowledge of assigned process, tools, and systems – Foundation to Competent

Behavioral Competencies:

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

Performance Parameters:

1. Process: Number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed.

Apply Now: Wipro Careers – Analyst Position