Wipro Jobs For Freshers 2023 – Executive Senior Executive Posts – Job For Graduates

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

1. Support process by managing transactions as per requiredquality standards
   1. Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
   2. Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
   3. Update own availability in the RAVE system to ensureproductivity of the process
   4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all clientqueries
   6. Resolve client queries as per the SLA’s defined in thecontract
   7. Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
   8. Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends toprevent future problems
   10. Maintain and update self-help documents for customers to speedup resolution time
   11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

• Functional Competencies/ Skill
  • Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent

3. 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

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