WIPRO IS HIRING FOR PROCESSOR

Job Title: Processor
Location: Noida, India
Department: DOP
Job Code: 3078892

Job Description:
Role Purpose:
The Processor role aims to deliver effective technical support to the process, ensuring timely resolution of client issues in adherence to process SLAs.

Responsibilities:

1. Manage transactions in alignment with quality standards to support the process.
2. Respond to client help requests via telephone and/or email in a polite manner.
3. Document all relevant end-user information and the nature of the problem.
4. Maintain availability in the RAVE system for process productivity.
5. Record, track, and document all queries received along with problem-solving steps.
6. Follow standard procedures to resolve client queries within defined SLAs.
7. Access internal knowledge bases and resources to aid in effective problem resolution.
8. Learn product details to enhance client interaction and troubleshooting.
9. Analyze call logs to identify recurring issues and prevent future problems.
10. Update self-help documents to expedite issue resolution.
11. Identify and escalate serious client issues to Team Leaders.
12. Ensure all necessary product information and disclosures are provided to clients.
13. Deliver excellent customer service through effective diagnosis and troubleshooting.
14. Assist clients in navigating product menus and understanding features.
15. Maintain logs and records of customer queries as per guidelines.
16. Process and record all incoming calls and emails accurately.
17. Offer alternative solutions to retain customer satisfaction.
18. Communicate effectively with stakeholders.
19. Conduct follow-up calls to record feedback and ensure compliance with SLAs.

Additional Responsibilities:

1. Build capability to ensure operational excellence and superior customer service.
2. Undertake product training to stay updated with features and changes.
3. Collaborate with team leaders to identify training needs.
4. Update job knowledge through self-learning opportunities.

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/Skills:

• Process Knowledge: 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: No. of cases resolved per day, compliance, SLA adherence, Pulse score, Customer feedback
2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, Technical training completed

Apply Now: Join Wipro as an IS Processor