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About Wipro

Wipro is a recognized leader in providing IT services, business process outsourcing services, and solutions to global clients across its vertical markets i.e. BFSI, HealthCare, Manufacturing, Consumer Care, Oil, Gas, Energy, Retail, Telecom & Media, Transportation & Logistics, Utilities & Power.

Your role

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.

Responsibilities:

• Support process by managing transactions as per required quality standards.
• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• 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 the productivity 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 client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources & frequently asked questions 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 spot the most occurring trends to 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 Teamleader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements.

To know more about roles and responsibilities, click the "Apply on employer site"  button.

Training, development & rotations

Wipro provides various opportunities for its employees to improve and grow while working for the company’s mission. Wipro provides its employees with opportunities to learn both professional and interpersonal skills for their development. Wipro is committed to offering opportunities to acquire new skills and strengthen their readiness to advance into new roles.

Salary & benefits

The annual salary for this role can range from INR 2 Lakhs to 4 Lakhs. (Source: AmbitionBox)

Listed below are some benefits they offer:

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Perks

Work-life balance

An inspiring environment, continuous growth opportunities, unceasing innovation, and work-life balance make Wipro a great workplace. At Wipro, they strive to offer more than just a job. They have vacation & paid time off policies, you can plan your vacation & days off accordingly. Work days are usually from Monday to Friday with flexible work timings.

Culture & vibe

The culture at Wipro is very open and friendly. There are many opportunities for personal growth with regular training programs conducted in the company. Employees learn from their colleagues as well as from senior management. They can also get involved in different committees/groups formed by the Company to give their inputs on various topics relevant to the industry or domain where they work.

About you

Competencies required to perform this role effectively:

Functional Competencies/Skills:

• Process Knowledge - Knowledge of the assigned process, tools, and systems.

Behavioral Competencies:

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

How to apply

To apply for this role, just click on the "Apply on employer site" button below, which navigates to the career page where the application can be submitted directly.