Executive/ Senior Executive

Wipro

1mo ago

Job
Full-time
Junior & Mid Level
Customer Relations
IT & Cybersecurity
Pune

AI generated summary

You must manage client queries, ensuring resolution per SLAs, document interactions, maintain knowledge bases, and provide excellent customer service through effective communication and problem-solving.
You will manage client queries via calls/emails, document issues, provide troubleshooting support, maintain records, ensure compliance with SLAs, and participate in ongoing product training.

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
Collaborative working
Problem solving and decision making
Attention to Detail
Execution Excellence
Client (Internal) Centricity
Effective Communication
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

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 this role?

The main purpose of this 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 primary responsibilities of an Executive/Senior Executive in this role?

The primary responsibilities include managing transactions as per quality standards, fielding incoming help requests from clients, documenting end user information, resolving client queries, and maintaining internal knowledge bases.

What kind of interactions will I have with stakeholders in this role?

You will have interactions with various stakeholders including Team Leaders for performance reviews, HR for employee engagement, Training Teams for capability development, and clients for query resolution.

What competencies are required for this position?

Required competencies include process knowledge, collaborative working, problem solving and decision making, attention to detail, execution excellence, client (internal) centricity, and effective communication.

How will my performance be measured in this role?

Performance will be measured based on the number of cases resolved per day, compliance to process and quality standards, meeting process SLAs, pulse score, and customer feedback.

Will I receive training in this role?

Yes, you will undertake product trainings to stay current with product features and may enroll in product-specific and other trainings per client requirements.

What is the expected outcome of troubleshooting client queries?

The expected outcome is to provide effective diagnosis and resolution of client queries while ensuring superior customer service levels are maintained.

Are there opportunities for career growth within this role?

Yes, there are opportunities for career growth, including the potential to coach others and build organizational capability in the competency area as you progress in expertise.

How important is client feedback in this role?

Client feedback is crucial as it helps ensure compliance to contracts and SLAs and informs improvements in service delivery.

What tools will I use to manage client queries?

You will use designated tracking software to process and document all incoming calls and emails, and update availability in the RAVE system to ensure productivity.

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.