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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

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:

• 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, and 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.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.

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

Training & development

Wipro provides various opportunities for its employees to improve and grow while working for the company’s mission. They provide its employees with opportunities to learn both professional and interpersonal skills for their development. They are 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 INR 3 Lakhs. (Source: Glassdoor)

Benefits may include:

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

Career progression

Career growth in Wipro depends on your performance and gained experience in your ongoing role. Based on your performance, you may get promoted to a Senior role. It is the freedom provided to every individual at Wipro to learn, grow and create a career path that makes them an organization of opportunities beyond boundaries.

Work-life balance

An inspiring environment, continuous growth opportunities, unceasing innovation, and work-life balance make Wipro a great workplace. They are proud that it is the desired workplace for most of the employees. Work-from-home, hybrid working, and flexible working hours help employees to maintain a good work-life balance. They have vacation & paid time off policies, you can plan your vacation & days off accordingly.

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

Lists the competencies required to perform this role effectively:

Functional Competencies/Skills;

• Process Knowledge - Knowledge of the assigned processes, 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

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.