Associate Wipro

Associate Wipro

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 through timely escalation to meet process SLAs.

Do

1. Support process by managing transactions as per required quality standards
2. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
3. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
4. Update own availability in the RAVE system to ensure productivity of the process
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 and provide effective problem resolution to clients
9. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
10. Document and analyze call logs to spot most occurring trends to prevent future problems
11. Maintain and update self-help documents for customers to speed up resolution time
12. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
13. Ensure all product information and disclosures are given to clients before and after the call/email requests
14. Avoids legal challenges by complying with service agreements

1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
2. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
3. Assist clients with navigating around 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 the standard procedures and guidelines
6. Accurately process and record all incoming call and email 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 call backs to customers to record feedback and ensure compliance to contract /SLAs

1. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
2. Undertake product trainings to stay current with product features, changes and updates
3. Enroll in product specific and any other trainings per client requirements/recommendations
4. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
5. Update job knowledge by participating in self learning opportunities 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 and systems Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) 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 is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within 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 quality standards, meeting process level SLAs, Pulse score, Customer feedback

Software Engineer Quick Heal

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Role: Customer Success Associate

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

EducationUG: Any Graduate

PG: Any Postgraduate

Key Skills

customer service

operations management

project management

team management

process compliance

technical support

employee engagement

team leading

incident management

quality assurance

client interaction

troubleshooting

operational excellence

About company

Wipro Ltd (NYSE:WIT) is a global information technology, consulting and outsourcing company with 170,000+ workforce serving clients in 175+ cities across 6 continents.

Wipro helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies €˜Centers of Excellence€™ enable us to harness the latest technology for delivering business capability to our clients.
Wipro is globally recognized for its innovative approach towards delivering business value and its commitment to sustainability. Wipro champions optimized utilization of natural resources, capital and talent. Today we are a trusted partner of choice for global businesses looking to €˜differentiate at the front€™ and €˜standardize at the core€™ through technology interventions.
In today€™s world, organizations will have to rapidly reengineer themselves and be more responsive to changing customer needs. Wipro is well positioned to be a partner and co-innovator to businesses in their transformation journey, identify new growth opportunities and facilitate their foray into new sectors and markets.

At Wipro, integrity is of utmost importance.

We receive a number of complaints from candidates who are offered employment at Wipro that require payment of cash deposit into specified bank accounts. These are fake job offers. All Wipro mails to candidates have a clear warning against payment of cash for securing jobs at Wipro. At Wipro, Integrity is of utmost importance and Wipro does not entertain payment of any kind from candidates for employment.

Company InfoAddress:

Sy No. 76P, 80P, Wipro Limited, BANGALORE, Karnataka, India

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