Wipro is hiring for Associate
Basic Job Details
Company Name: Wipro
Position: Associate
Experience: Freshers/Experienced
Location: Kochi, India
Qualification: Any Degree
Salary: 3 – 5 LPA (Expected)
Job Description:
Role Purpose:
Provide technical support to the process and resolve client issues.
Responsibilities:
- Manage transactions with required quality standards.
- Handle client help requests via phone/email politely.
- Document client information and issues accurately.
- Update availability in the RAVE system for productivity.
- Record and track all client queries and resolutions.
- Resolve client queries within defined SLAs.
- Access internal knowledge bases for effective problem-solving.
- Learn product details for better client interaction.
- Analyze call logs to identify recurring issues.
- Maintain self-help documents for quicker issue resolution.
- Escalate serious issues to Team Leader if needed.
- Ensure legal compliance with service agreements.
Customer Service:
- Diagnose and troubleshoot client queries effectively.
- Guide users through step-by-step solutions.
- Assist clients in navigating product menus.
- Maintain records of customer queries.
- Offer alternative solutions to retain clients.
Capability Building:
- Undertake product trainings to stay updated.
- Participate in self-learning opportunities.
- Collaborate with team leaders for training improvements.
Stakeholder Interaction:
Internal: Performance review with Team Leaders, HR for hiring and engagement, Training Team for capability development, Technical Lead for training and issue resolution.
Behavioral Competencies:
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Performance Parameters:
Process: Number of cases resolved, compliance to quality standards, meeting SLAs, Pulse score, Customer feedback.
Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical trainings completed.
Important Links
Apply Link: Click here
Join Our WhatsApp Channel: https://bit.ly/Freejobalertsonline
Join Our Premium Telegram Channel: https://t.me/freejobalertsonline
Share with your friends and let them know about the opportunity 🤝
