BriefCase
BriefCase

Associate-mapping Job in Wipro Limited

Associate-mapping

Wipro Limited 2 weeks ago
Apply Now
Job Summary Role Purpose: The purpose of the role is to provide effective technical support to processes, addressing client issues directly or by timely escalation to meet process SLAs (Service Level Agreements). Key Responsibilities: 1. Support Process Management: Handle incoming client queries via phone or email courteously. Record and track all client interactions and problem-solving steps. Follow standard processes for query resolution and escalate unresolved issues to the team leader. Ensure client queries are resolved per SLA, while maintaining client communication and legal compliance. 2. Customer Service Excellence: Provide effective troubleshooting for client queries and ensure proper diagnosis. Assist clients with product navigation and feature understanding. Document and record all customer queries and responses, ensuring accurate communication. Offer alternative solutions where appropriate to retain clients' business. 3. Capability Building: Participate in ongoing product training to stay up-to-date with features and updates. Collaborate with team leaders for training and issue resolution to improve service delivery. Stakeholder Interaction: Internal Stakeholders: Team Leaders, HR, Training Team, Technical Lead: For performance reviews, training, employee engagement, and issue resolution. External Stakeholders: Clients: For resolving queries and ensuring compliance with SLAs. Competencies Required: 1. Functional Skills: Process Knowledge (Foundation to Competent level): Knowledge of assigned process, tools, and systems. 2. Behavioral Competencies: Collaborative working, problem-solving, attention to detail, client-centricity, and effective communication. Performance Measures: 1. Process: Metrics such as cases resolved, compliance with SLAs, and customer feedback. 2. Self-Management: Productivity, efficiency, training completion, and absenteeism metrics.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

Similar Jobs for you