Wipro is Hiring Freshers – Associate | Chennai – Apply Now

Function Objective

The aim of the position is to supply efficient technical help to the method and actively resolve consumer points immediately or via well timed escalation to fulfill course of SLAs.

Do

1. Assist course of by managing transactions as per required high quality requirements
   1. Fielding all incoming assist requests from purchasers through phone and/or emails in a courteous method
   2. Doc all pertinent finish person identification data, together with title, division, contact data and nature of drawback or situation
   3. Replace personal availability within the RAVE system to make sure productiveness of the method
   4. File, observe, and doc all queries acquired, problem- fixing steps taken and whole profitable and unsuccessful resolutions
   5. Comply with commonplace processes and procedures to resolve all consumer queries
   6. Resolve consumer queries as per the SLA’s outlined within the contract
   7. Entry and preserve inside data bases, assets and incessantly requested questions to help in and supply efficient drawback decision to purchasers
   8. Determine and study acceptable product particulars to facilitate higher consumer interplay and troubleshooting
   9. Doc and analyze name logs to identify most occurring traits to forestall future issues
   10. Keep and replace self-assist paperwork for purchasers to hurry up decision time
   11. Determine pink flags and escalate critical consumer points to Crew chief in instances of premature decision
   12. Guarantee all product data and disclosures are given to purchasers earlier than and after the decision/e mail requests
   13. Avoids authorized challenges by complying with service agreements

1. Ship wonderful customer support via efficient analysis and troubleshooting of consumer queries
   1. Present product help and determination to purchasers by performing a query analysis whereas guiding customers via step-by-step options
   2. Help purchasers with navigating round product menus and facilitate higher understanding of product options
   3. Troubleshoot all consumer queries in a person-pleasant, courteous {and professional} method
   4. Keep logs and data of all buyer queries as per the usual procedures and tips
   5. Precisely course of and report all incoming name and e mail utilizing the designated monitoring software program
   6. Supply various options to purchasers (the place acceptable) with the target of retaining prospects’ and purchasers’ enterprise
   7. Set up concepts and successfully talk oral messages acceptable to listeners and conditions
   8. Comply with up and make scheduled name backs to prospects to report suggestions and guarantee compliance to contract /SLAs

1. Construct functionality to make sure operational excellence and preserve superior customer support ranges of the present account/consumer
   1. Undertake product trainings to remain present with product options, adjustments and updates
   2. Enroll in product particular and every other trainings per consumer necessities/suggestions
   3. Associate with crew leaders to brainstorm and establish coaching themes and studying points to higher serve the consumer
   4. Replace job data by collaborating in self studying alternatives and sustaining private networks