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
QUALIFICATIONS:
High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired
Fluent in English is a must; fluent in other languages, is an asset
Excellent telephone and email communication skills
Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
Ability to maintain the highest level of confidentiality
Excellent interpersonal, written and oral communication skills
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Ability to work in a team fostered environment
Ability to work in a multi-tasked environment
Ability to prioritize and organize work
Ability to adapt to a flexible schedule
ROLES AND RESPONSIBILITIES:
Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail
Ability to handle difficult or sensitive issues with customers in a polite and tactful manner
Collects and contributes to daily/weekly/monthly reports monitoring customer activity
Understanding company products, systems and customers
Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
Document all pertinent end user identification information,including name, department, contact information and nature of problem or issue
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 clientqueries
Resolve client queries as per the SLA's defined in thecontract
Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent future problems
Maintain and update self-help documents for customers to speedup 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 toclients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed
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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.