WIPRO IS HIRING ASSOCIATE

Job Title: Associate/Officer/Senior Officer

Location: Chennai, India

Department: DOP

Job ID: 3071921

Role Purpose: The purpose of this role is to provide effective technical support to processes and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities:

• Manage transactions according to required quality standards.
• Field incoming help requests from clients via telephone and/or email courteously.
• Document all pertinent end user identification information including name, department, contact information, and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity of the process.
• Record, track, and document all queries received, problem-solving steps taken, and successful and unsuccessful 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, resources, and FAQs to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Team Leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoid legal challenges by complying with service agreements.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Assist clients with navigating around product menus and facilitate better understanding of product features.
• Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
• Maintain logs and records of all customer queries as per standard procedures and guidelines.
• Accurately process and record all incoming calls and emails using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.

Build Capability:

• Undertake product training to stay current with product features, changes, and updates.
• Enroll in product-specific and other training per client requirements/recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
• 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:

Functional Competencies/Skill:

• Process Knowledge: Knowledge of assigned process, tools, and systems (Foundation to Competent).

Competency Levels:

• Foundation: Knowledgeable about the competency requirements. Demonstrates frequently with minimal support and guidance.
• Competent: Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
• Expert: Applies the competency in all situations and serves as a guide to others.
• Master: Coaches others and builds organizational capability in the competency area. Recognized within the entire organization.

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 to process and quality standards
   • Meeting process level SLAs
   • Pulse score
   • Customer feedback
2. Self-Management:
   • Productivity
   • Efficiency
   • Absenteeism
   • Training hours
   • Number of technical trainings completed

Application: WIPRO IS HIRING ASSOCIATE.