About Wipro :

Wipro is a globally recognized information technology services company based in India. It is known for providing a wide range of IT solutions, consulting, and business process services to clients around the world. With a strong presence in the technology and consulting industry, Wipro has built a reputation for its innovative solutions and commitment to helping businesses thrive in the digital age. The company is dedicated to delivering high-quality services and leveraging technology to drive success for its clients. Wipro’s global reach and industry expertise make it a key player in the competitive IT services market.

Job Overview : 

Job Tittle : Deputy Manager – Fund Accounting

Location: Pune, India

Description : 

Key Responsibilities

• Support the process by managing transactions as per required quality standards.
• Field 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 the 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 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 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.
• Avoid legal challenges by complying with service agreements.

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Key Deliverables

• 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 calls and emails 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 with contract/SLAs.

How to apply :

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