Associate

Wipro

1mo ago

Job
Full-time
Entry, Junior & Mid Level
Customer Relations
IT & Cybersecurity
Mumbai

AI generated summary

You must manage transactions, field client requests courteously, document issues, resolve queries per SLA, and maintain logs. Strong problem-solving, communication, and process knowledge are essential.
You will manage client queries, document interactions, troubleshoot issues, update resources, follow up for feedback, maintain logs, and ensure compliance with service standards to deliver excellent support.

Requirements

Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoid legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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
Functional Competencies/ Skill
Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
Collaborative working
Problem solving and decision making
Attention to Detail
Execution Excellence
Client (Internal) Centricity
Effective Communication

Responsibilities

Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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

FAQs

What is the main purpose of the Associate role?

The main purpose of the Associate role is to provide effective technical support to the process, actively resolving client issues directly or through timely escalation while meeting process SLAs.

What types of client inquiries will I be handling?

You will be fielding incoming help requests from clients via telephone and/or email, documenting pertinent information, and resolving client queries as per the service level agreements (SLAs) defined in the contract.

What systems will I be required to use in this role?

You will need to update your availability in the RAVE system, process and record calls and emails using designated tracking software, and access internal knowledge bases for effective problem resolution.

What competencies are necessary to perform this role effectively?

Functional competencies include process knowledge of assigned tools and systems, while behavioral competencies include collaborative working, problem solving, attention to detail, execution excellence, client centricity, and effective communication.

How will my performance be measured?

Your performance will be measured based on the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, pulse scores, and customer feedback.

Will I receive training for the products I will support?

Yes, you will undertake product trainings to stay current with product features, changes, and updates, as well as participate in any other trainings per client requirements.

Who will I interact with internally?

Internally, you will interact with team leaders for performance reviews, HR for employee engagement, the training team for capability development, and technical leads for training and issue escalation.

What is the process for escalating serious client issues?

You should identify red flags and escalate serious client issues to the team leader in cases of untimely resolution to ensure prompt handling.

How important is documenting customer queries?

Documenting customer queries is very important as it helps maintain logs and records for effective resolution and also aids in spotting trends to prevent future problems.

Are there opportunities for career growth in this role?

Yes, there are opportunities for career growth as you build capability, participate in self-learning opportunities, and collaborate with team leaders to identify training themes and learning issues.

Wipro

Technology

Industry

10,001+

Employees

1945

Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.