Associate

About Wipro

Wipro Limited is a leading technology service and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. They leverage their holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready sustainable businesses.

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.

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 on 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
• Document and analyze call logs to spot the 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 the 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 a 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 calls and emails using the designated tracking software
• Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled callbacks to customers for record feedback and ensure compliance with contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Undertake product training to stay current with product features, changes and updates
• Enrol in product-specific and any other pieces of training 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

Training & development 

Wipro provides various opportunities for its employees to improve and grow while working for the company’s mission. Wipro provides its employees with opportunities to learn both professional and interpersonal skills for their development. Wipro is committed to offering opportunities to acquire new skills and strengthen their readiness to advance into new roles.

Benefits

Listed below are some benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Perks (Source: Ambition Box)

Work-life balance

They have flexible work timings and this is a desk job. Work days are usually from Monday to Friday with flexible work timings. This role is considered flexible and will be a mix of working from the office and home depending on your preferences and the arrangements determined by your future manager.

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

The requirements for the role are as follows:

Stakeholder Interaction

• Team Leaders - Performance review
• HR - Hiring and employee engagement and retention
• Training Team - Capability development
• Technical Lead - Training, issue escalation/ resolution
• Client - Query Resolution

Functional Competencies/ Skill

• Process Knowledge – Knowledge of the assigned process, tools and systems – Foundation to Competent

Competency Levels

• Foundation - Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
• Competent - Consistently demonstrates the full range of competency without guidance. Extends the competency to difficult and unknown situations as well.
• Expert - Applies competency in all situations and it serves as a guide to others as well.
• Master - Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioural Competencies

• Collaborative working
• Problem-solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Delivery

• Process - No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
• Self Management - Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

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.