Executive / Senior Executive Job in Wipro
- Wipro
- 2 to 6 Yrs
- Other Maharashtra
- 3 months ago
- Email to a friend
- Report this job
Job Description
- Job Description Role Purpose 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. 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 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 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: Executive / Senior Executive Job in Wipro
Contact Details:
Company: WiproLocation(s): Other Maharashtra
+ View Contact
Keyskills: Technical Support Customer Service Problem Resolution Product Support Troubleshooting Client Interaction Call Logging Service Agreements
Fraud Alert to job seekers!
₹ Not Specified
Similar positions
Wipro
Precision Automation & Robotics India Private Limited (PARI), headquartered in Pune, India was founded in 1990 by Mangesh Kale and Ranjit Date who had the knowledge and experience to understand the manufacturing industrys needs. The organization is amongst the largest global automatio...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in