Associate

Qualifications

College graduate of any course, Undergraduate but completed at least 2yrs in College or
Senior Highschool graduate
Must have at least 1 year fulltime work experience in any industry

Role Purpose

Support process by managing transactions as per required quality standards.
• 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 orissue
• Update own availability in the RAVE system to ensureproductivity 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 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

2. Deliver excellent customer service through effective diagnosis and troubleshooting of client
queries.
• Provide product support and resolution to clients by performinga question diagnosis
while guiding users through step-by-step solutions
• Assist clients with navigating around product menus andfacilitate better understanding of
product features
• Troubleshoot all client queries in a user-friendly, courteousand professional manner
• Maintain logs and records of all customer queries as per thestandard procedures and
guidelines
• Accurately process and record all incoming call and email usingthe designated tracking
software
• Offer alternative solutions to clients (where appropriate) withthe objective of retaining
customers' and clients' business
• Organize ideas and effectively communicate oral messagesappropriate to listeners and
situations
• Follow up and make scheduled call backs to customers to recordfeedback and ensure
compliance to contract /SLAs
3. Build capability to ensure operational excellence and maintain superior customer service levels of
the existing account/client.
• Undertake product trainings to stay current with productfeatures, changes and updates
• Enroll in product specific and any other trainings per
clientrequirements/recommendations
• Partner with team leaders to brainstorm and identify trainingthemes and learning issues
to better serve the client
• Update job knowledge by participating in self learningopportunities and maintaining
personal networks.

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

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.