Job Description
Purpose of this role at Wipro
The purpose of the role is to provide effective technical support for the process and proactively resolve customer issues through immediate or timely escalation to meet SLAs.
Do
- Support the process by managing operations according to the required quality standards
- Courteous handling of all customer support requests by phone and/or email
- Document the end user’s identifying information, including name, title, contact information, and the nature of the issue or problem
- Update your access to the RAVE system to ensure operational productivity
- Record, track, and document all issues received, troubleshooting steps taken, and common successful and unsuccessful solutions
- Follow standard processes and procedures to resolve all customer inquiries
- Define customer requirements and SLAs defined in the contract
- Access and maintain an internal knowledge base, resources, and frequently asked questions to assist customers and resolve issues effectively
- Identify and learn relevant product details for better customer experience and troubleshooting
- Document and analyze call logs to identify the most common trends to prevent future problems
- Maintain and update self-help documentation to speed resolution time for customers
- Identify red flags and escalate critical customer issues to team leaders if not resolved in a timely manner
- Ensure all product information and disclosures are provided to customers before and after phone/email inquiries
- Avoid legal hassles by implementing a service contract
Provide excellent customer service by effectively diagnosing and addressing customer requirements
- Provide product support and resolution by performing problem diagnosis while guiding users through step-by-step solutions
- Help customers navigate product menus and better understand product features
- Resolve all customer inquiries in a user-friendly, courteous and professional manner
- Maintain records and records of all customer inquiries in accordance with standard procedures and guidelines
- Process and record all incoming calls and emails using specialized tracking software
- Offer alternative solutions for clients in order to retain clients and customers’ business
- Organize ideas and effectively convey verbal messages according to the audience and the situation
- Follow up and make scheduled calls to provide feedback to customers and ensure contract/SLA compliance
Enable operational excellence and maintain high levels of customer service for existing accounts/customers
- Take product training to stay current with product features, changes, and updates
- Enroll in special products and other training according to customer requirements / recommendations
- Collaborate with team leaders to brainstorm and identify training topics and training challenges to better serve customers
- Update business knowledge by participating in independent learning opportunities and maintaining personal networks.
About company
Wipro Limited is an Indian technology company that provides global IT services including business process outsourcing (BPO) services. The company provides comprehensive IT solutions and services, including system integration, information system outsourcing, IT service packages and software implementation. Includes development and maintenance. Provide research and development services to multinational companies.
Also, the company is the first IT services company to achieve PCMM 5 and SEI CMM 5 level certification. In the Indian market, System Integration is a leader in IT solutions and services for the Indian business sector, providing network integration software solutions and IT services.
It provides IT solutions and services to multinational companies in the Asia Pacific and Middle East markets.
Headquartered in Bangalore, India.
In addition, the company provides a global delivery platform for enterprise technology and technology solutions in the Americas, Europe, the Middle East and Asia Pacific.
