Wipro Hiring in Pune: Explore Associate/Officer/Senior Officer Role

About Wipro :

Wipro, a global leader in technology, consulting, and business process services, is currently offering a compelling job opportunity in Pune, India. The position available is for an Associate/Officer/Senior Officer, where the primary purpose is to provide effective technical support to processes and actively resolve client issues. This role plays a vital part in ensuring compliance with SLAs (Service Level Agreements) and delivering exceptional customer service.

Job Overview :

Position : Associate/Officer/Senior Officer

Location : Pune

Job Description : 

The role aims to deliver effective technical support to the process and proactively resolve client issues directly or through timely escalation to meet process SLAs.

 

Responsibilities:

• Support the process by managing transactions according to required quality standards.
• Handle all incoming help requests from clients via telephone and/or emails courteously.
• Document essential end-user identification information for effective problem resolution.
• Update availability in the RAVE system to ensure process productivity.
• Record, track, and document all queries, steps taken for problem-solving, and resolutions.
• Follow standard processes and procedures to resolve client queries.
• Resolve client queries as per SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources, and FAQs for effective problem resolution.
• Identify and learn appropriate product details for better client interaction and troubleshooting.
• Document and analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents for customers to expedite 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 communicated to clients before and after call/email requests.

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by performing a question diagnosis and guiding users through step-by-step solutions.
• Assist clients in navigating 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 standard procedures and guidelines.
• Accurately process and record all incoming calls and emails using the designated tracking software.
• Offer alternative solutions to clients with the objective of retaining their business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contracts/SLAs.

How to Apply:

Step 1: Read the Job Overview; match your skills and education.

Step 2: Tailor your resume to the job description, highlighting your specific skills.

Step 3: Click on “Apply Now” below.

Step 4: After clicking, it will land you on the company website. Read the instructions and submit your resume.