Associate

Wipro

Oct 29, 2024

Applications are closed

Job
Full-time
Entry, Junior & Mid Level
Customer Relations
IT & Cybersecurity
Mumbai

Requirements

* 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 speed up 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 a 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

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 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 speed up 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 a 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

FAQs

What is the primary purpose of the Associate role?

The primary purpose of the Associate role is to provide effective technical support to the process, actively resolve client issues, and ensure that process SLAs are met.

How do Associates manage client queries?

Associates manage client queries by fielding incoming requests via telephone and email, documenting user information, and following standard processes to resolve issues.

What tools are used to track incoming calls and emails?

Associates use designated tracking software to accurately process and record all incoming calls and emails.

What is the expected quality standard for managing transactions?

Associates are expected to manage transactions as per the required quality standards set by the process.

How do Associates handle unresolved client issues?

Associates identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution.

Is training provided to Associates?

Yes, training is provided to Associates, including product-specific training and capability development workshops.

What key competencies are required for this role?

Key competencies include process knowledge, collaborative working, problem solving and decision making, attention to detail, execution excellence, client centricity, and effective communication.

How is performance measured for Associates?

Performance is measured by the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, pulse scores, and customer feedback.

What is the importance of maintaining internal knowledge bases?

Maintaining internal knowledge bases helps Associates provide effective problem resolution and aids in troubleshooting client queries.

How do Associates ensure compliance with service agreements?

Associates ensure compliance with service agreements by providing all necessary product information and disclosures to clients before and after their requests are handled.

Wipro

Technology

Industry

10,001+

Employees

1945

Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.