Executive/ Senior Executive Job in Wipro Limited

Executive/ Senior Executive

Wipro Limited Yesterday

Chennai, Tamil Nadu
Not Disclosed
Full-time

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Job Summary Role Purpose: The primary purpose of this role is to provide effective technical support to the process by addressing client issues directly or escalating them promptly to meet Service Level Agreements (SLAs) and ensure client satisfaction. Responsibilities: 1. Support Process Management: Field Client Requests: Manage incoming client help requests through phone or email in a professional, courteous manner. Document Client Information: Record key client details (name, department, contact, issue nature) and update availability in the RAVE system. Track and Resolve Queries: Document all queries, follow processes to resolve them as per SLAs, and maintain logs. Use Knowledge Base: Access internal knowledge bases to resolve issues and prevent future problems. Identify Trends: Monitor call logs to identify recurring issues and suggest preventive actions. Escalate Issues: Recognize red flags and escalate unresolved issues to the team leader. 2. Customer Service Excellence: Troubleshoot Issues: Provide product support and guide users through problem resolution. Assist Navigation: Help clients understand product features and navigate menus. Record and Process Queries: Accurately document all queries using designated tracking software. Follow-up: Conduct scheduled callbacks to ensure SLAs are met and gather customer feedback. 3. Capability Building: Stay Current: Continuously update product knowledge through training and self-learning. Collaborate for Improvement: Work with team leaders to identify training needs and improve service delivery. Stakeholder Interaction: Internal Stakeholders: Team Leaders: Performance review and ongoing support. HR: Employee engagement and retention. Training Team: Capability development and training coordination. Technical Lead: Issue resolution and product training. External Stakeholders: Clients: Resolving client queries and ensuring satisfaction. Competencies Required: Functional Competencies: Process Knowledge: Knowledge of assigned processes, tools, and systems at the foundational to competent level. Behavioral Competencies: Collaborative Working Problem Solving and Decision Making Attention to Detail Execution Excellence Client-Centricity Effective Communication

Experience Required :

Fresher

Vacancy :

2 - 4 Hires