Executive

Wipro

1mo ago

Job
Full-time
Junior, Mid & Senior Level
Customer Relations
IT & Cybersecurity
Chennai

AI generated summary

You must manage client queries, document issues, ensure SLA compliance, provide troubleshooting support, maintain records, and undergo product training while delivering excellent customer service.
You will manage client queries via calls/emails, document issues, provide product support, troubleshoot effectively, update records, and participate in training to enhance service quality.

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
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
Functional Competencies/ Skill
Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
Behavioral Competencies
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 primary purpose of the Executive role?

The primary purpose of the Executive role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

What are the main responsibilities of the Executive in terms of client interaction?

The Executive is responsible for fielding all incoming help requests from clients, documenting user information, updating availability in the RAVE system, tracking and documenting all queries, and resolving client queries per defined SLAs.

How does the Executive ensure effective troubleshooting?

The Executive should provide product support and resolution by performing question diagnosis, guiding users step-by-step through solutions, and troubleshooting client queries in a user-friendly manner.

What type of training is required for this role?

The Executive is required to undertake product trainings to stay current with product features, changes, and updates, as well as enroll in product-specific and other trainings per client requirements.

Are there specific competencies required for this position?

Yes, the required competencies include process knowledge, collaborative working, problem-solving and decision-making, attention to detail, execution excellence, client centricity, and effective communication.

What are some metrics used to measure performance in this role?

Performance metrics include the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, pulse score, and customer feedback.

Who are the key stakeholders that the Executive interacts with?

Key stakeholders include Team Leaders, HR, the Training Team, Technical Leads, and clients.

How does the Executive contribute to operational excellence?

The Executive builds capability by updating job knowledge, participating in self-learning opportunities, and partnering with team leaders to identify training themes to better serve clients.

What should the Executive do if they encounter a serious client issue?

The Executive should identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution.

How is effective communication important for this role?

Effective communication is crucial for organizing ideas, delivering messages appropriately to listeners, and providing excellent customer service during troubleshooting and query resolution.

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.