Officer/ Senior Officer Job in Wipro Limited

Officer/ Senior Officer

Wipro Limited 3 weeks ago

Chennai, Tamil Nadu
Not Disclosed
Full-time

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Job Summary Role Purpose: The purpose of the role is to provide effective technical support to the process, actively resolve client issues directly or escalate them appropriately to meet process SLAs. The role requires strong communication, problem-solving, and client service skills to ensure client satisfaction and operational excellence. Key Responsibilities: Support Process by Managing Transactions: Handle all incoming client help requests via telephone or email in a courteous and professional manner. Document essential user details such as name, department, contact information, and issue nature. Ensure personal availability is updated in the RAVE system to maintain productivity. Track, record, and document queries, problem-solving actions, and resolutions. Follow standard procedures to resolve client queries within SLA timelines. Access and update internal knowledge bases and FAQs to aid in troubleshooting and faster issue resolution. Spot recurring issues and suggest preventive actions to improve client experience. Escalate serious client issues or those unresolved within the agreed timeline to the Team Leader. Deliver Excellent Customer Service: Diagnose client issues effectively and provide step-by-step guidance to resolve product-related queries. Assist clients in navigating product features, improving their understanding and usage. Maintain comprehensive logs of all customer interactions as per the standard procedure. Ensure all incoming calls and emails are recorded accurately using designated tracking software. Provide alternative solutions to customers when appropriate to retain their business. Follow up with clients to ensure SLA compliance and gather feedback to ensure satisfaction. Build Capability and Maintain Service Levels: Participate in product training to stay current with features, changes, and updates. Enroll in client-specific training sessions to meet product and service requirements. Work closely with team leaders to address training themes and other learning opportunities. Continuously improve knowledge through self-learning and networking with industry peers. Stakeholder Interaction: Internal Stakeholders: Team Leaders: Engage in performance reviews to ensure targets and expectations are being met. HR: Collaborate on hiring, employee engagement, and retention activities. Training Team: Work on capability development, ensuring staff has the necessary skills and knowledge. Technical Lead: Engage in training and issue escalation, helping resolve complex technical problems. External Stakeholders: Clients: Interact with clients to resolve queries and provide support, ensuring satisfaction and adherence to service level agreements. Required Competencies: Functional Competencies/Skills: Process Knowledge: Understanding of assigned processes, tools, and systems, ensuring proficiency in the role. Competency Levels: Foundation: Knowledgeable about the competency requirements with minimal support and guidance. Competent: Consistently applies competencies in varied situations. Expert: Applies competencies across all situations and serves as a guide for others. Master: Coaches others and contributes to building organizational competency. Behavioral Competencies: Collaborative working and team engagement. Strong problem-solving and decision-making abilities. Attention to detail and quality. Execution excellence and client-centric mindset. Effective communication skills, both oral and written. Performance Metrics: Process: Number of cases resolved per day, compliance with process and quality standards, customer feedback. Self-Management: Productivity, absenteeism, training hours, technical training completion. Qualifications & Experience: 2-3 years of experience in technical support or a similar role. Strong knowledge of troubleshooting techniques and client issue resolution. Excellent verbal and written communication skills. Ability to handle multiple tasks, prioritize effectively, and work well under pressure. Working Conditions: Full-time role with possible shift work, depending on client needs. Remote or office-based, based on client requirements.

Experience Required :

2 to 3 Years

Vacancy :

2 - 4 Hires