Online applications are invited from the candidates for the post of Wipro Recruitment 2022
Details are given below:-
| Name of the post. | Associate / Officer / Senior Officer |
| Apply Mode | Online |
| Start Date | 16/05/2022 |
Wipro Recruitment 2022| Private Jobs 2022| Online Apply
Associate / Officer / Senior Officer
Job Description
Role Purpose
The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely 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 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 SLA’s 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
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speedup resolution time
Identify red flags and escalate serious client issues to Team leader 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
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
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 andsystems – Foundation to Competent
| Competency Levels | |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. |
| Competent | Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. |
| Expert | Applies the competency in all situations and is serves as a guide toothers as well. |
| Master | Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin 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 qualitystandards, meeting process level SLAs, Pulse score, Customer feedback |
| 2. | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed |
How to apply Wipro Recruitment 2022
| FOR MORE INFORMATION | CLICK HERE |
| APPLY | CLICK HERE |
| OFFICIAL WEBSITE | CLICK HERE |
FAQs of Wipro Recruitment 2022
The starting date of online application for Wipro Recruitment 2022 is 16/05/2022